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Helpshift Analytics allows you to improve users' support experience and optimize your team's workflow. Every organization uses analytics data differently. As the number of Issues increases, these metrics can help you track the effectiveness of your responses, FAQ articles, and individual Agents. This article is designed to identify which data is most important for your team and how to use it effectively to achieve your goals.

We have divided the information into the following pages:

• Overview
• Evaluating Issue Analytics
• Evaluating Agent Metrics
• Measuring FAQ Effectiveness
• Tag Analytics
• Intent Analytics
• Dashboard Analytics Glossary

Additional Features with New Analytics Dashboard

Helpshift Analytics provides you with some additional features as below:

1. Selecting multiple agents

This feature allows you to select multiple agents in one go to get the required data.

2. Downloading data in various formats

In Helpshift Analytics Dashboard, you can download the information/data in three different formats:

• Download CSV

• Download XLSX

• Save as PNG

Note: You can download data for each visualization. Also you can download all the metrics for selected filters from the data table located at the bottom of each page.

3. Directly Copy and paste data into an excel sheet.

In Helpshift Analytics Dashboard, you can directly copy the information/data from the table and paste it into an excel sheet.