Helpshift Analytics

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 in your Helpshift Analytics Dashboard and in Power BI. To learn more about using Power BI to review FAQ metrics, see the FAQ Analytics section of the Power BI Reports Overview. To track FAQ effectiveness in Helpshift Analytics, navigate to the tabs under ‘FAQ’. The data available here […]

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. 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 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 update your individual time zone via the Account Settings page. To get there from the Helpshift Dashboard, click the account icon at the bottom of the navigation bar. […]

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 the drop-downs in the left navigation. On this page, click the ‘export’ icon in the top right, to the right of the date range. This will initiate the download of all of […]

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 […]

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 Analytics Helpshift Analytics allows you to filter by Queue, app, platform, and language. However, you do not have the option to filter by channel. As a workaround, you can set up HS-tags to have all web and […]

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 file. Two types of reports are available for Helpshift Analytics APIs – Bots and Bots Steps. Bots Analytics through the API provides information on Bot Activity including:  Invocations  Completions  Interruptions  Resolved  Outbound Messages […]

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 and Helpshift Analytics API (Add-on feature). Power BI Web FAQ Analytics In Power BI, Web FAQ Analytics are available in the following reports: FAQ views & Searches – Select Web as the Platform in the drop-down menu Deflections […]