analytics

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 th...

The FAQ Deflections report can be found on the ‘Deflections’ tab in the FAQ Analytics app. This report provides the following metrics for evaluating the effectiveness of your FAQs: Measuring how e...

You may notice that certain metrics within your Helpshift Analytics page and Power BI dashboard do not match, despite having the same name. This is because some metrics are calculated differently in e...

The purpose of this guide is to walk existing Helpshift + Power BI users through best practices for reviewing for the data available on each report in the Power BI dashboard. If you are a Helpshift us...

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 your support team, please reach out to your Account Manager o...

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 have not yet set it up yet, please see our FAQ How do I install Po...

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 to learn more. We understand that some Helpshift users need a...

Helpshift Analytics allow you to improve the support experience for users and optimize the workflow for your team. Every organization uses analytics data differently, so this guide is designed to walk...

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...

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...

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 Po...

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 i...

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...