The following glossary includes all metrics as they are defined in the Analytics API. To learn more about how to use the API, see How do I use the Analytics API? To access the API with your API keys, visit our API portal.

Support Metrics API (Metrics per Hour or Day)

Metric What does it measure? How do we calculate it? API Parameter Name
Widget Loads Number of times the widget was loaded Count (Widget Loads) widget_loads
Widget Opens (Existing Issue) Number of times the widget was opened with an existing Issue Count (Widget Opens with an existing Issue) widget_opens_existing_issue
Widget Opens (No existing Issue) Number of times the widget was opened without an existing Issue Count (Widget Opens without an existing Issue) widget_opens_no_existing_issue
Conversation Started New Conversations Started (user has typed first message) Count (User, without an existing Issue, sends a message) conversations_started
Issues Created New Issues Created Count (New Issues Created) issues_created
Issues Assigns Issues Assigned (non-unique) Count (Issues Assign Events) issue_assigns
Issue Reopens Issue Reopens (non-unique) Count (Issue Reopen Events) reopens
Issues First Responded To Issues First Responded To Count (Issues First Response Events) issues_first_responded
Inbound Messages Number of messages sent by Users Count (User messages) inbound_messages
Outbound Messages Number of messages sent by Agents or Bots Count (Agent or Bot responses) outbound_messages
Issues Resolved by Agents or Bots Issues Resolved by Agents or Bots (non-unique) Count (Issues Resolved by Agents or Bots Events) resolves_by_agent
Issues Rejected by Agents or Bots Issues Rejected by Agents or Bots Count (Issues Rejected by Agents or Bots) rejects_by_agent
Issues Resolved by Automations Issues Resolved by Automations (non-unique) Count (Issues Resolved by Automations Events) resolves_by_automation
Issues Rejected by Automations Issues Rejected by Automations Count (Issues Rejected by Automations) rejects_by_automation
Avg Time To First Response Average Time To First Agent or Bot Response Count (Agent or Bot Response Timestamp – Issue Created Timestamp) avg_ttfr
No of First Responses Number of Issue first responses ttfr_count
Avg Time To Resolve Average Time To Resolve the Issue Count (Resolve Timestamp – Issue Created Timestamp) avg_ttr
No of Resolves Number of Issue Resolves ttr_count
Avg CSAT Average CSAT on Issues avg_csat
No of Issues Rated CSAT 1,2,3,4 and 5 No of Issues Rated 1,2,3,4 and 5 respectively csat1_count,csat2_count,csat3_count,csat4_count,csat5_count
Avg Time To Each Response (Avg TTER) Average Time To Each Response to User Message avg_tter
No of Agent Responses used in Avg TTER Number of Agent Messages considered in the Avg TTER tter_count

Agent Metrics API (Metrics per Agent)

Metric What does it measure? How do we calculate it? API Parameter Name
Agent Online Time Time the Agent was on the Helpshift Agent Dashboard in msec online_time
Agent Available Time Time the Agent was marked Available in msec available_time
Agent Logged In Time Time the Agent was Logged into Helpshift in msec loggedin_time
Outbound Messages Number of messages sent Count (Agent responses to the end user) outbound_messages
Average Outbound Messages per Resolved Issue Average of number of Outbound Messages per Resolved Issue Count (Outbound Responses for Resolved Issues) / Count (Resolved Issues) avg_outbound_messages_per_resolved
Issue Assigns Number of Issue Assignments Count (Issue Assigns to the Agent) issue_assigns
Issue Resolves Issue Resolves Count (Issue Resolves) issue_resolves
Issue Rejects Issue Rejects Count (Issue Rejects) issue_rejects
Avg CSAT Avg. CSAT for all issues that received the CSAT rating Sum (CSAT Ratings) / Count (CSAT Ratings) avg_csat
Avg Time To First Response Average time taken for the First Agent response Avg (Issue First Response Timestamp – Issue First Created Timestamp) avg_ttfr
No of First Responses Number of Issue first responses ttfr_count
Avg Time for Each Response (Avg TTER) Average time taken for Each Agent or Bot response to an unanswered User Message Avg (Agent Response Timestamp – Preceeding User Message Timestamp) avg_tter
No of Agent Responses used in Avg TTER Number of Agent Messages considered in the Avg TTER tter_count
Avg Time To Resolve Average time taken to Resolve the Issue Avg (Issue Resolve Timestamp – Issue Created Timestamp) avg_ttr
No of Resolves Number of Issue Resolves ttr_count
Accepts Number of Issue Resolutions Accepted by Users Count (Issue Resolutions Accepted) accepted_resolutionsA
Rejects Number of Issue Resolution Rejected by Users Count (Issue Resolutions Rejected) rejected_resolutions
Reopens Number of Issue Reopens by Users Count (Issue Reopens) reopens

Issue Metric API (Metrics per Issue)

Metric What does it measure? How do we calculate it? API Parameter Name
Issue Publish ID id
Created On Timestamp when the issue was last updated in requested TZ
App App Publish Id app_id
Platform Platform platform_type
Language Language language
User Id Id of the User as passed in the login API call external_user_id
Status Current state of the Issue state
Time To First Assign Time To First Assign Count (First Assign Timestamp – Issue Created Timestamp) ttfa
Time To First Response Time To First Agent or Bot Response Count (First Response Timestamp – Issue Created Timestamp) ttfr
Time To Resolve Time To Resolve Count (Issue Resolution Timestamp – Issue Resolve Timestamp) ttr
Holding Time First Assign To First Agent or Bot Response Count (First Response Timestamp – First Assign Timestamp) holding_time
Handling Time First Assign To Resolve Time Count (Issue Resolution Timestamp – First Assign Timestamp) handling_time
Average Time To Each Response Average of Time To Each User Response Avg (Agent Response Timestamp – Previous User Timestamp) Two fields: tter_sum and tter_count
Inbound Messages User Messages Attachments inbound_messages
Outbound Messages Agent or Bot Messages outbound_messages
Reopens Number of times Issue has been reopened reopens
Accepts Number of times a user accepted the resolution accepted_resolutions
Rejects Number of times user rejected the resolution rejected_resolutions
CSAT Feedback CSAT feedback from the user feedback_comment
CSAT Feedback On Timestamp of the CSAT feedback feedback_at
CSAT Rating CSAT Rating feedback_rating
Current Assignee Current Assigned Agent (Id) assignee_id
Tags Current set of tags tags
Custom Issue Fields Custom Issue Fields for the Issue cifs
External User Id Id of the User as passed in the login API call external_user_id
Email email

FAQs Metric API (Metrics per FAQ)

Metric What does it measure? How do we calculate it? API Parameter Name
App App Publish Id app_id
Platform Platform platform_type
Language FAQ Language language
FAQ Publish Id FAQ Publish Id id
FAQ Section Section Name section_title
FAQ Views Number of FAQ Views views
FAQ Likes Number of FAQ Likes likes
FAQ Dislikes Number of FAQ Dislikes dislikes
Last Updated On Last Updated Timestamp last_updated_at
Successful Deflections Number of times a user opened an FAQ, then did not an Issue within 15 minutes of having opened that FAQ Count (Issue was not created within 15 minutes of FAQ View(s)) successful_deflections
Failed Deflections Number of times a user opened an FAQ, then filed an Issue within 15 minutes of having opened that FAQ Count (Issues created within 15 minutes of FAQ View(s)) failed_deflections

ChatBot Step Metric API

Metric What does it measure? How do we calculate it? API Parameter Name
Custom Bot Id Custom Bot Publish Id custom_bot_id
Step Name Name of the step invoked by bot name
Step Type Type of step invoked by bot type
Custom Bot Name Name of the custom bot custom_bot_name
Invocations Number of times step was invoked Count (Step invoked by custom bot) invocations
Skips Number of times step was skipped by end user Count (Step skipped by custom bot) completions

ChatBot Metric API

Metric What does it measure? How do we calculate it? API Parameter Name
Custom Bot Id Custom Bot Publish Id id
Custom Bot Name Custom Bot Name name
Custom Bot Status Status of Custom Bot status
Invocations Number of times custom bot was invoked Count (Custom Bot Invocations) invocations
Completions Number of times custom bot completed successfully Count (Custom Bot Completions) completions
Agent Interruptions Number of times custom bot was interrupted by agent Count (Agent Interruptions) agent_interruptions
Automation Interruptions Number of times custom bot was interrupted by automation Count (Automation Interruptions) automation_interruptions
Avg Completion Time Time taken by custom bot to complete its execution Timestamp of successful bot completion – Timestamp of bot invocation avg_completion_time
Issue Reopens Number of times issue resolved by custom bot was reopened Count (Reopens for issues resolved by custom bot) issues_reopend
Issues Rejected Number of times issue was rejected by custom bot Count (Issues rejected by custom bot) issues_rejected
Issues Resolved Number of times issue was resolved by custom bot Count (Issues resolved by custom bot) issues_resolved
Inbound Messages Number of replies to custom bot by end user Count (Replies sent to end user by custom bot) inbound_messages
Outbound Messages Number of messages sent by custom bot to end user Count (Replies sent by end user to custom bot) outbound_messages
CIFS Mapped Number of CIFs set by custom bot Count (CIFs set by custom bot) cifs_mapped

Predict API (Metrics per Model and Label)

Metric What does it measure? How do we calculate it? API Parameter Name
Model Name The name of the predict model model_name
Model Status The status of the predict model model_status
Label Name The name of the predict label predicted for the issues label_name
Label Status The status of the predict label predicted for the issues label_status
Issues Labelled Issues labelled per model per label count (total issues labelled by predict) issues_labelled
Marked Inaccurate by Agent Issues on which agent marked predict label as inaccurate count (issues on which agent marked label as inaccurate but did not change it) marked_inaccurate_by_agent
Label Corrected By Agent Issues on which agent corrected predict label to another label count (issues on which agent marked label as inaccurate and changed the label) label_corrected_by_agent
Issue Reopens Issue Reopens (non-unique) Count (Issue Reopen Events) reopens
Inbound Messages Number of messages sent by Users Count (User messages) inbound_messages
Outbound Messages Number of messages sent by Agents or Bots Count (Agent or Bot responses)  outbound_messages
Issues Resolved by Agents or Bots Issues Resolved by Agents or Bots (non-unique) Count (Issues Resolved by Agents or Bots Events) resolves_by_agent
Issues Rejected by Agents or Bots Issues Rejected by Agents or Bots Count (Issues Rejected by Agents or Bots) rejects_by_agent
Issues Resolved by Automations Issues Resolved by Automations (non-unique) Count (Issues Resolved by Automations Events) resolves_by_automation
Issues Rejected by Automations Issues Rejected by Automations Count (Issues Rejected by Automations) rejects_by_automation
Avg Time To First Response Average Time To First Agent or Bot Response Count (Agent or Bot Response Timestamp – Issue Created Timestamp) avg_ttfr
No of First Responses  Number of Issue first responses ttfr_count
Avg Time To Resolve  Average Time To Resolve the Issue  Count (Resolve Timestamp – Issue Created Timestamp)  avg_ttr
 No of Resolves  Number of Issue Resolves  ttr_count
 Avg CSAT  Average CSAT on Issues  avg_csat
 No of Issues Rated CSAT 1,2,3,4 and 5  No of Issues Rated 1,2,3,4 and 5 respectively  csat1_count,csat2_count,csat3_count,
csat4_count,csat5_count
 Avg Time To Each Response (Avg TTER)  Average Time To Each Response to User Message  avg_tter
 No of Agent Responses used in Avg TTER  Number of Agent Messages considered in the Avg TTER  tter_count

Open Issue Metrics API (Metrics per Hour or Day)

Metric What does it measure? How do we calculate it? API Parameter Name
Language Language language
Platform Platform platform_type
App App Publish Id app_id
Time time
App Name Application Name app_name
Open Issues Backlog Count (Issues not Resolved or Rejected) app_name