Helpshift Analytics concept: Overview

Helpshift Analytics allow you to improve the support experience for users and optimize the workflow for your team. Every organization u...

Power BI 101 concept: Overview

This guide is for first time users of Power BI who have already activated and installed Power BI. If you have Power BI activated but ha...

Helpshift Analytics concept: How do I use the Analytics API?

Our Analytics API allows you to load your analytics data in a 3rd party BI tool, such as Qlik or Tableau. With this API, you can do the foll...

Helpshift Analytics concept: What can I see in the Analytics Dashboard?

The Analytics Dashboard is designed to give you an overview of metrics for each of your applications by Issue type, volume, and te...

Helpshift Analytics: What metrics can I use to analyze my FAQs?

You can review information on FAQ effectiveness in your Helpshift Analytics Dashboard and in Power BI. To learn more about using P...

Helpshift Analytics: What time do my Analytics metrics update daily?

Our Analytics pages update at different times. The data on the Overview, Issues, and Team tabs refresh every 60 minutes....

Helpshift Analytics: How do I review or change my time zone setting in the Dashboard?

Note: it is not possible to change your time zone at the domain level. You can only change it for your individual account.You can review and...

Helpshift Analytics: How do I export Helpshift Analytics data?

To export Helpshift Analytics data, navigate to the Helpshift Analytics page.Next, navigate to the page you wish to export data for using th...

Helpshift Analytics: How is ‘Contact Rate’ defined/calculated?

In Helpshift Analytics, the Contact Rate is calculated by the following formula:[(issues reported #, divided by MAU #) multiplied ...

Helpshift Analytics: How do I filter for web & email Issues in my analytics data?

You can filter for web & email Issues in both Helpshift Analytics and Power BI as follows:Helpshift AnalyticsHelpshift Analytics allows ...

Helpshift Analytics: Under what conditions is an Issue ‘Resolved by Automation’ versus ‘Resolved by Agent’?

In Helpshift Analytics and Power BI, if the current assignee is an Agent and the Issue is resolved by an Automation, it ...

Helpshift Analytics: Bots Analytics API

For Helpshift customers using Bots, Bots Analytics is now available through Helpshift Analytics APIs, and data can be downloaded as a .CSV f...

Helpshift Analytics: Web FAQ Reports via Power BI and Analytics API

Understand the performance of your Web FAQs using the new Web FAQs Report available through the Helpshift Power BI FAQ Analytics a...

Helpshift Analytics: What metrics are available for evaluating Agent performance?

You can find information on Agent performance via the Analytics Dashboard by reviewing the tabs under ‘Teams’. There’s a wealth of...

Power BI: How can I get more out of Helpshift Analytics with Power BI?

Power BI can only be added to your Dashboard with an account upgrade. Please reach out to your Account Manager or to success@helpshift.com t...

Power BI: How do I install Power BI?

This FAQ is for Helpshift users who have recently had Power BI activated in their Dashboard. If you are interested in getting Power BI for y...

Power BI: How do I set my time zone in Power BI?

Setting your time zoneFrom within the Helpshift Dashboard, navigate to the the Analytics page.On the left, select the ‘Power BI Analytics’ t...

Power BI: How do I create a custom report in Power BI?

There are several ways you can create a custom report. The simplest and most effective way is to edit an existing report. This allows y...

Power BI: How do I install or update my content pack?

Please note: every time that we update your reports with new types of  metrics, you will need to complete the steps below in order...

Power BI: How are the Agent availability & online presence metrics defined in the Agent Analytics content pack in Power BI?

The Trends (Activity) report within the Agent Analytics content pack includes the Agent availability and online presence metrics.Online pres...

Power BI: What can I see in the FAQ Deflections report in Power BI?

The FAQ Deflections report can be found on the ‘Deflections’ tab in the FAQ Analytics app.This report provides the following metri...

Power BI: What can I see in the FAQ Search Terms reports in Power BI?

The FAQ Search Terms report can be found on the ‘FAQ Search Terms’ tab in the FAQ Analytics app.This report provides the following metrics f...

Power BI: What can I see in the QuickSearch Bot Analytics reports in Power BI?

The Bot Analytics content pack can be downloaded and added to your Power BI dashboard from within Power BI. To get this report, review the s...

Power BI: How do I export Issue data from the Helpshift Dashboard?

You may wish to export Issue data for further analysis or to create a timestamped record of your Helpshift Issue activity.There are two ways...

Power BI: Where can I see Predict label data in Power BI?

You can review Predict label data in Power BI by creating a custom report using the Support Analytics content pack. When creating ...

Power BI: What can I see in the Custom Bots Analytics reports in Power BI?

The Bot Analytics template app can be downloaded and added to your Power BI dashboard from within Power BI. To get this report, review the s...

Power BI: How do I add user ID data into Power BI?

To pull in User ID data into your Power BI reports, first switch from Reading View to Editing View by clicking the ‘Edit report’ button at t...

Power BI: Is it possible to set up ‘alerts’ for spikes in Issue volume?

Spikes in Issue volume can be tracked in Power BI, and you can set up alerts in Power BI for when certain thresholds are met. To learn more,...

Power BI: How do I filter data by 15 or 30 minute increments in Power BI?

To update your Power BI reports to show metrics in 15 or 30 minute increments, complete the following steps:1. In the Support Analytics cont...

Power BI: How do I install Helpshift Template Apps in Power BI?

Helpshift Template App is a replacement for the current content pack. You can search and download Helpshift Template Apps from the AppS...

Power BI: Power BI Reports Overview

 The purpose of this guide is to walk existing Helpshift + Power BI users through best practices for reviewing for the data available o...

Power BI: How do I make use of Custom Issue Fields in Power BI?

Once you’ve enabled Custom Issue Fields for reporting in Power BI, you’ll see them become available in the Custom Issue Fields Mapping page ...

Power BI: How do I enable Custom Issue Fields for reporting in Power BI?

Before you can use Custom Issue Fields in Power BI, they must first be enabled for reporting in your Helpshift Dashboard.Why are Custom Issu...

Helpshift Analytics: Dashboard Analytics Glossary

NOTE: The date filter in reports is based on the action time of the action related to the metric. For example:If you select "Last 7 Day...

Helpshift Analytics: Dashboard Analytics Guide

Note:Recommended to be viewed on more than 1600 x 900 pixels resolution screen.Data on all the tabs pages refresh every 12 hours.Please ensu...

Helpshift Analytics: Overview

The Overview page of the Analytics Dashboard allows you to review the summary of the key metrics. The page provides metric values and trends...

Helpshift Analytics: Evaluating Issue Analytics

The information on Issue level analytics is available under the Issues section, organized into five reports:Trends Summary by Platforms Summ...

Helpshift Analytics: Evaluating Agent Metrics

A wealth of information on Agent performance is available under the Team section, organized into four reports:Trends(Overall) Trends(Workloa...

Helpshift Analytics: Measuring FAQ Effectiveness

The information on FAQ effectiveness via the Analytics Dashboard is available under the FAQ section, organized into three reports:Trend...

Helpshift Analytics: Tag Analytics

The information on Issue volume by tags is available under the Tags tab, organized into two areas:Tags Download Tags report. In the Tags rep...

Power BI: Glossary

NOTE: Web/ Email cases are treated as separate apps in reports and are not counted against any specific app. This is consistent across Helps...

Analytics API Glossary

NOTE: Web/ Email cases are treated as separate apps in reports and are not counted against any specific app. This is consistent across Helps...

Helpshift Analytics: Quick Search Bot Analytics

QuickSearch Bot is an AI-powered bot for your web and in-app messaging experience. It responds automatically to the end user's first message...

Helpshift Analytics: Network prerequisites for Analytics Dashboard

Before accessing the Analytics Dashboard, please verify the following:Firewall Rules (If applicable)Customers using the analytics dashboard ...

Agent workload Visualization: A valuable resource for workforce capacity planning

Helpshift Agent Dashboard helps your customer service and support agents to engage with your consumers in real time, sometimes helping sever...

Helpshift Analytics: Usage Report Glossary

The "Usage Report" serves as a vital tool for customers, offering a comprehensive view of their support journey. It provides monthly usage d...

Helpshift Analytics: Intent Analytics

The information on Intent analytics is available under the Intents section and is organized into two reports:Trends Summary by Intents Metri...

Helpshift Foundational Analytics: Language AI Agent Translation Analytics

The Language AI Agent Translations Analytics report is available under the “Feature Performance - Issues” group in the “Foundational Analyti...

Helpshift Foundational Analytics: Feedback Bot Analytics

The Feedback Bot Analytics report is available under the “Feature Performance - Issues” group in the “Foundational Analytics” section.Metric...

Helpshift Foundational Analytics: AI-powered Answer Analytics

The AI-powered Answer Analytics report is available under the “Feature Performance - Issues” group in the “Foundational Analytics” section.&...