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 team performance. As the amount of Issues you receive increases, metrics can help you track the effectiveness of your responses, FAQ articles, and individual Agents. This info is crucial to optimizing your processes […]

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 information available in this area regarding your individual team members and Agent Groups. In the Trends area, you can use the drop-downs at the top to review metrics by team members, apps, platforms, languages, […]

What metrics can I use to analyze my FAQs?

You can review information on FAQ effectiveness via the Analytics Dashboard by reviewing the tabs under ‘FAQ’. The data available here is divided into three categories: Trend, Summary by FAQ, and Summary by languages. For each of the three tabs, you’ll need to select an FAQ article, platform, and date via the drop-downs at the […]

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 30 minutes. Data is automatically rendered in the Admin’s local time zone. You can modify the time zone that you personally see from your Account Settings to view the data in your time zone. For purposes of data […]

How is ‘Contact Rate’ defined/calculated?

In Helpshift Analytics, the Contact Rate is calculated by the following formula: [(issues reported #, divided by MAU #) multiplied by 100] As an example, imagine your app has 2 users: Day 1: Only User 1 logs in and reports an issue. Day 2: Only User 2 logs in and reports an issue. Day 3:Both […]