Issues Metrics
| Metric | What does it measure? | How do we calculate it? | What has changed vs Old Dashboard? |
| Issues Created | Number of new Issues created | Count of (Issue Created timestamp within selected range) | No Change |
| Issue Resolves | Count of issue state as "Resolved" within a given timeframe - whether by Agents or Bots | Count of issue state as "Resolved" within a given timeframe - whether by Agents or Bots | To enable better tracking, the count of ‘Resolves' will not include the count of 'Rejects’ |
| Issue Rejects | The total number of Issues that go from an open state to a rejected state for a given time range (for issues created in a given time range) | Total issues open state to rejected state | No Change |
| Backlog | The total number of issues open at the end of the given time range. Please note that the historical backlog will be present only for 45 days before the new analytics dashboard release date. The backlog data will be present for the last 45 days post-migration to the new dashboard. | The total number of issues open at the end of the given time range.
Note: In Overview & Issue Trend reports, we show overall backlog, irrespective of assigned or unassigned to agent. | No Change |
| Outbound Messages | Number of messages sent by Agents or Bots | Count (Agent or Bot responses to the end-user) | No Change |
| Inbound Messages | Number of messages sent by end-users - post the pre-issue stage | Count (messages sent by end-users) | No Change |
| Average CSAT | Avg. CSAT for all issues that received the CSAT rating | Sum (CSAT Ratings) / Count (CSAT Ratings) | No Change |
| Average Time to Resolve | The average time from an issue being created to the time it was resolved. If an issue was reopened and then resolved, then the latest resolve timestamp is used | Avg (Issue resolution time (latest) - Issue creation time) | No Change |
| TTFR | Average time taken for the First Agent or Bot response | Avg Issue First Response Timestamp (by Bot or Agent) – Issue First Created Timestamp) | No Change |
| Issue Reopens | Total issue reopen events for issues created in given time range - irrespective of their current status(closed, assigned etc.) | Count of Reopen event for total number of issues that are created within last x days (x can be max 180 days) | ‘User reopens’ renamed to ‘Issue Reopens’ |
| Issue Reopen Rate | Total number of Issues reopened divided by total number of Issues resolved, multiplied by 100. | Total number of issues (created within last x days) that have been reopened at least once / Total number of issues (created within last x days) at least resolved once | ‘User Reopen rate’ renamed to 'Issue Reopen Rate' |
| Resolved Without Response | The number of issues resolved without an outgoing message. Replies via automation and auto responder are not considered in this case. The purpose of this metric is to check how many issues were resolved by an agent without any communication with the end user - no 'rejected' state to be considered | # of issues resolved by the agent without any reply | No Change |
| Holding Time - First Response | The average time between an Issue getting assigned to an Agent and when the Agent replies for the first time. (Subset of TTFHR) | Avg (First Response Timestamp – Issue First Assign Timestamp) | No Change |
| Resolution Acceptance Ratio | Applies to Resolved Issues where a customer answers (Yes/No) state. The number of Yes responses divided by the sum of Yes and No responses, multiplied by 100 | The total number of responses (Yes Only)/ total responses (Yes + No), * 100. | ‘Acceptance rate’ renamed to 'Resolution Acceptance Ratio.' |
| FCR Rate | Percentage of Issues that were Resolved with First Contact - either via bot or agent | Issues with FCR / Issues Resolved * 100 | No Change |
Note: The following derivable and duplicate metrics are now not available in the new dashboard:
Percent Issue Resolves
Median Time to Resolve
Response Rate
Issue Views
Agent Touches
Agent Metrics
Overall
| Metric | What does it measure? | How do we calculate it? | What has changed vs. Old Dashboard? |
| Issue Resolves | The total number of times that an agent marks issues as resolved. | Number of issues resolved by the agent for a time period. Does not include Rejects. | To enable better tracking, the count of ‘Resolves' will not include the count of 'Rejects’ |
| Issue Reopens | The total number of times that issues assigned to a given agent go from a resolved/rejected state to an open state when the user does not accept a solution. Does not include reopens by the agent. | Number of reopen actions for issues assigned to the agent in a time period | ‘User reopens’ renamed to ‘Issue Reopens’ for better clarity. |
| Issue Rejects | Count of the total number of reject actions (i.e., open state to rejected state) performed on issues assigned to a given agent. | Count of the total number of reject actions performs performed by an agent | No Change |
| Average CSAT | Avg. CSAT for all issues that received the CSAT rating | Sum (CSAT Ratings) / Count (CSAT Ratings) | No Change |
| Agent Score | Score on a scale of 0 to 10 based on a number of solutions accepted and rejected by customers. | Computed using Lower bound of Wilson score confidence interval for a Bernoulli. The higher the agent score, the better it is. | No Change |
| Resolution Acceptance Ratio | Applies to Resolved issues where a customer is prompted to answer 'Did we answer all your questions?'—the number of total responses divided by the total Resolved issues, multiplied by 100. | (Accepts * 100) / (Accepts + Rejects) | 'Acceptance rate' is renamed as ‘Resolution Acceptance Ratio’ for better clarity. |
| Rating Split | Percentage of 5, 4, 3, 2, and 1-star customer satisfaction ratings out of total ratings shown as a Likert chart. | Histogram of CSAT rating received on issues which are assigned to the agent for a time period | No Change |
| Average Time to First Response | The average time taken for the first agent response | Avg (Issue First Response Timestamp – Issue First Created Timestamp) | No Change |
| Average Time to Resolve | The average time from an issue being created to the time it was resolved. If an issue was reopened and resolved again, then the latest resolve timestamp is used. | Avg (Issue Resolve Timestamp – Issue Created Timestamp) | No Change |
| Holding Time | The average time between an Issue getting assigned to an Agent and when the Agents and Bots replies. | (The sum of issue Holding Times divided by the number of issues with a first response. Excludes first responses from New Issue Automations.) | No Change |
| Issue Reopen Rate | The total number of Issues reopened by the user is divided by the total number of Issues resolved, multiplied by 100. | The total number of Issues reopened by the user divided by the total number of Issues resolved, multiplied by 100. | ‘User Reopen’ rate renamed to ‘Issue Reopen Rate’ for better clarity |
| FCR - First Contact Resolution | The percentage of cases assigned to a given agent resolved with a single outbound interaction. | The percentage of cases assigned to a given agent resolved with a single outbound interaction. | No Change |
| No. of Outbound Messages | The total number of outgoing messages from a given agent. | Count (Agent responses to the end-user) | No Change |
| Replies Per Resolve | The total number of replies that a given Agent has sent divided by the number of cases he/she has resolved. | The total number of replies that a given Agent has sent is divided by the number of cases he/she has resolved. | No Change |
| Resolved Without Response | The number of issues assigned to a given agent is resolved without an outgoing message. Replies via automation and auto responder are not considered in this case. | The number of issues assigned to a given agent resolved without an outgoing message | No Change |
| Response Rate | Applies to Resolved issues where a customer is prompted to answer 'Did we answer all your questions?'—the number of total responses divided by the total Resolved issues, multiplied by 100. | The number of total responses divided by the total Resolved issues, multiplied by 100. | No Change |
Workload
| Metric | What does it measure? | How do we calculate it? | What has changed vs. Old Dashboard? |
| Backlog | The total number of issues open at the end of the given time range. Please note that the historical backlog will be present only for 45 days before the new analytics dashboard release date. The backlog data will be present for the last 45 days post-migration to the new dashboard. | This is Backlog or Open issues assigned on agent metric At the end of the time period, how many issues are in the open state for the agent. Note: Team Trends (Workload) shows backlog assigned to agents only. | No Change |
| Issues Worked On | The total number of unique issues on which an agent has performed any of the following activities:
Issues worked on counts only the first activity made to an issue per agent, on the date the action was completed. | The total number of unique issues on which we see any of the following activity by the agent.
Note that we do not consider the bot's reply or if the bot added a private note. | Added four new activities performed by an agent besides ‘outbound messages’ and 'private notes. This will enable better tracking of agent workload. |
| Issue Assigns | The total number of open issues assigned to a given Agent. | Number of issue assignments on the agent for a time period | No Change |
Workforce Management Metrics
| Metric | What does it measure? | How do we calculate it? |
| Dashboard interaction time | Time spent by the agent on dashboard and the web browser tab is in focus | Tracking of agents' time on dashboard |
| Issues page interaction time | Time spent by the agent on the issues tab in the dashboard and the web browser tab is in focus | Tracking of agents' time on the issues tab in the dashboard |
| Issues interaction time | Time spent by the agent with an issue opened in the issue tab in the dashboard, and the web browser tab is in focus | Tracking of agents' time with an issue opened in the issue tab in the dashboard |
| Unallocated Available Time | Tracks time when agents status is ‘Available’, and they have replied to all the issues assigned | Tracking of agents' time with no issue to be replied to and agent status is ‘Available’ |
| Unallocated Unavailable Time | Tracks time when agents status is not ‘Available’ and they have replied to all the issues assigned | Tracking of agents' time with no issue to be replied to and agent status is not ‘Available’ |
| Untracked time | Time spent by the agent when the dashboard’s web browser tab is not in focus within online time | Online time - Dashboard interaction time |
Workforce management metrics are available through the Analytics dashboard in the following reports:
Analytics > Advanced Analytics > Team > Trends (Workload): Provides aggregate of workforce management metrics for all agents on a daily basis for selected date ranges. Agent filter can be used to see daily trend for an agent.
Analytics > Advanced Analytics > Team > Summary by Agents: Provides aggregate of workforce management metrics for individual agents for selected date range.
Analytics > Advanced Analytics > Team > Summary by Groups: Provides aggregate of workforce management metrics at group level for all agents in a group for selected date range.
Note: The only filters available for the above workload and workforce management metrics are Date and Agent.
FAQ Metrics
| Metric | What does it measure? | How do we calculate it? | What has changed vs. Old Dashboard? |
| FAQ Inserts | The total number of times an FAQ is inserted into the reply box of the agent dashboard. | Count of FAQ insert events (FAQ insert event: When FAQ is inserted to chat) | No Change |
| FAQ Views | Number of times FAQ Views | Count (FAQ Views) | No Change |
| FAQ Likes | The total number of times an FAQ was liked on the app. | Count of FAQ like events (When end user likes an FAQ) | No Change |
| FAQ Dislikes | The total number of times an FAQ was disliked on the app. | Count of FAQ dislike events (When end user dislikes an FAQ) | No Change |
Usage Metrics
| Metric | What does it measure? | How do we calculate it? | What has changed vs. Old Dashboard? |
| Active Users | Number of unique active users by device for a time range. MAU = Monthly Active Users. MAU is a unique count of monthly active users by device. DAU = Daily Active Users. DAU is a unique count of daily active users by device. | Calculated as approximate unique count of active users by device. Leverages probabilistic algorithm called HyperLogLog. Note: Active users metric numbers are aggregated for a fixed timezone i.e. UTC. | There is no change in the definition of Active users. However, we have removed support for custom range for showing active users and replaced with fixed relative time ranges. |
| Opened Help | Number of times Help section is opened on device by users. | We count number of times help section is opened on device. Do not capture help center opens on web. | No Change |
| Contact Rate | Rate of filing ticket vs number of time user opens an app. | Number of issues created / Active users Note: Contact rate metric numbers are aggregated for a fixed timezone i.e. UTC. | There is no change in the definition of Contact rate. However, we have removed support for custom range for showing contact rate and replaced with fixed relative time ranges |
QS Bot Analytics
| Metric | What does it measure? | How do we calculate it? | What has changed vs. Old Dashboard? |
| QS Bot Invocations | Number of times, the QS Bot was invoked, when the User asked a query in the chat screen. | Count of no. of times, the QS Bot was invoked | No change |
| FAQ Suggested | Number of times an FAQ was suggested by QuickSearch Bot. | Count of no. of FAQs suggested | No change |
| Suggested FAQs Read | Number of times a user read at least one FAQ suggested by QuickSearch Bot. | Count of no. of FAQs read | No change |
| QS Bot Resolutions | Queries which were resolved by QS Bot successfully. After getting the relevant FAQ, suggested by QS Bot, when the user selects ‘It helped me(positive response)', this data is captured. [Currently, this is named as 'Deflection' in Power BI]. | Count of ‘It helped me’ responses | No change |
| Issues Created | Tracks the total no. of new issues being created by the User. When QS Bot is not able to resolve the query, the user can proceed to create an issue, which is captured in this metric. | Count of no. of issues created | No change |
| QS Bot Resolutions & Issues Created | This is a combined [sum] metric of 'QS Bot Resolutions' & 'Issues Created'. | Sum of 'QS Bot Resolutions' & 'Issues Created' | No change |
Intent Analytics
Apart from Issue Metrics, two new metrics for the Intent analytics report have been introduced. Please refer to the table below for more details:
| Metric | What does it measure? | How do we calculate it? |
| Intent Issue Rate | This metric shows the percentage of Intent Issues out of the total issues created. | Smart Intent and Automatic Intent Assignment Issues / Issues Created * 100 |
| Automatic Intent Assignment (AIA) | This metric shows the number of issues where the AI assigned the intent. | Count of issues created with Intent Assigned Automatically within the selected range. |
Note: We are actively working towards unifying Helpshift analytics across all the existing channels like PowerBI, Analytic API, and analytics dashboard.