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 |
| *Inbound Phone Calls | Number of inbound phone calls answered by the voice agent | inbound_phone_calls | |
| *Outbound Phone Calls | Number of outbound phone calls made by the voice agent | outbound_phone_calls |
Note: Agent metrics with * sign are valid only for the Amazon Connect Integration instance.
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 | |
| *Inbound Phone Calls | Number of inbound phone calls for the Issue | inbound_phone_calls | |
| *Outbound Phone Calls | Number of outbound phone calls for the Issue | outbound_phone_calls | |
| *Phone Escalations | Number of messaging to phone escalations on the Issue | phone_escalations | |
| *Phone Deflection | If the Issue is originated from the Phone IVR deflection flow | is_phone_from_deflection |
Note: Issue metrics with * sign are valid only for the Amazon Connect Integration instance.
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 file 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 a bot | name | |
| Step Type | Type of step invoked by a 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 |
| Step Id | Custom Bot step publish Id | id |
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 |