The following glossary includes all metrics as they are defined in Power BI for Helpshift. It is designed as a companion to the Power BI Reports Overview.

If you’re interested in getting Power BI for your Dashboard, please see How Can I Get More Out Of Helpshift Analytics With Power BI?

Support Analytics

Metric What does it measure? How do we calculate it per Agent? What can I use it for?
Incoming Volume Number of new Issues created Issue Created timestamp within selected range Support Volume
Open Issues Number of Issues that are currently open (not Resolved or Rejected) Issue State is NOT (Resolved or Rejected) Support Volume, Support Efficiency
Resolved Issues Number of Issues that were Resolved Issue State is (Resolved) Support Volume, Support Efficiency
Issues Resolved with First Contact Number of Issues that were Resolved with single Agent Response Issue State is Resolved AND Outbound Messages = 1 Support Efficiency
FCR (First Contact Resolution) Rate Percentage of Issues that were Resolved with First Contact Issues with FCR / Issues Resolved * 100 Support Efficiency
Reopen Rate Reopened Issues by Resolved Issues expressed as a percentage Issues Reopened / Issues Resolved * 100 Support Quality
Avg CSAT Avg. CSAT for all issues that received the CSAT rating Sum (CSAT Ratings) / Count (CSAT Ratings) Support Quality
Avg Time To First Response Average time taken for the First Agent or Bot response Avg (Issue First Response Timestamp – Issue First Created Timestamp) Support Efficiency
Avg Time To Resolve Average time taken to Resolve the Issue Avg (Issue Resolve Timestamp – Issue Created Timestamp) Support Efficiency
Average Handling Time Average time taken to Resolve the Issue since First Assign Avg (Issue Resolve Timestamp – Issue First Assign Timestamp) Support Efficiency
Average Holding Time Average time taken for First Response on the Issue since First Assign Avg (First Response Timestamp – Issue First Assign Timestamp) Support Efficiency
Average Time for Each Response Average time taken for Each Agent or Bot response to an unanswered User Message Avg (Agent Response Timestamp – Preceeding User Message Timestamp) Support Efficiency
Monthly Active Users Unique Active Users of App Unique active users for the month as measured by App Opens App Engagement
Contact Rate Number of Issues per 100 AU Count (Issues) * 100 / (AU) Support Engagement
% AU creating Issues Percentage of unique users creating Issues Count (AU Creating Issues) / Count (AU) Support Engagement
Outbound Messages Number of messages sent by Agents or Bots Count (Agent or Bot responses to the end user) Support Efficiency
Inbound Messages Number of messages sent by end users Count (messages sent by end users) Support Efficiency
Accepts Number of Issue Resolutions Accepted by Users Count (Issue Resolutions Accepted) Support Quality
Rejects Number of Issue Resolution Rejected by Users Count (Issue Resolutions Rejected) Support Quality

Agent Analytics

Metric What does it measure? How do we calculate it per Agent? What can I use it for?
Online Agents Number of Agents who logged into Helpshift Dashboard over a period Count (Agents Logged in into HS Dashboard) Agent Capacity
Online Hours Number of minutes an Agent was logged in into Helpshift Dashboard Sum (Online Time of Online Agents) Agent Capacity
Available Hours Number of minutes an Agent was Available for Ticket Assignments Sum (Available Time of Available Agents) Agent Capacity
Outbound Messages Number of messages sent by Agents or Bots Count (Agent or Bot responses to the end user) Agent Activity
Average Outbound Messages per Resolved Issue Average of number of Outbound Messages per Resolved Issue Count (Outbound Responses for Resolved Issues) / Count (Resolved Issues) Agent Efficiency
Issue Assigns Number of Issue Assignments to Agents or Bots Count (Issue Assigns to Agents or Bots) Agent Activity
Issue Touches Aggregate of Outbound Messages, Issue Resolves and Issue Rejects Count (Outbound Messages, Issue Resolves, Issue Rejects) Agent Activity
Issue Resolves Reopened Issues by Resolved Issues expressed as a percentage Count (Issue Resolves) Agent Activity
Avg CSAT Avg. CSAT for all issues that received the CSAT rating Sum (CSAT Ratings) / Count (CSAT Ratings) Agent Support Quality
Avg Time To First Response Average time taken for the First Agent or Bot response Avg (Issue First Response Timestamp – Issue First Created Timestamp) Agent Efficiency
Avg Time for Each Response Average time taken for Each Agent or Bot response to an unanswered User Message Avg (Agent Response Timestamp – Preceeding User Message Timestamp) Agent Efficiency
Avg Time To Resolve Average time taken to Resolve the Issue Avg (Issue Resolve Timestamp – Issue Created Timestamp) Agent Efficiency
Accepts Number of Issue Resolutions Accepted by Users Count (Issue Resolutions Accepted) Agent Support Quality
Rejects Number of Issue Resolution Rejected by Users Count (Issue Resolutions Rejected) Agent Support Quality
Acceptance Rate Percentage of Issue Resolution Accepts over Total Responses (Accepts and Rejects) (Accepts * 100) / (Accepts + Rejects) Agent Support Quality
Reopen Rate Reopened Issues by Resolved Issues expressed as a percentage (Reopens * 100) / (Resolves) Agent Support Quality
Last Online Timestamp Timestamp when the Agent was last Online Timestamp when the Agent was last Online Agent Capacity
Last Available Timestamp Timestamp when the Agent was last Available Timestamp when the Agent was last Available Agent Capacity
Last Login Timestamp Timestamp when the Agent was last Logged In Timestamp when the Agent was last Logged In Agent Capacity

FAQ Analytics

Metric What does it measure? How do we calculate it per Agent? What can I use it for?
FAQ Views Number of times FAQ Views Count (FAQ Views) FAQ Engagement
FAQ Searches Number of FAQ Searches Count (FAQ Searches) FAQ Engagement
%MAU Reading FAQs Percentage of Active Users reading FAQs Count (AU Reading FAQs) FAQ Engagement
FAQ Likes Number of Likes per FAQ Count (FAQ Likes) FAQ Effectiveness
FAQ Dislikes Number of Dislikes per FAQ Count (FAQ Dislikes) FAQ Effectiveness
FAQ Last Updated Timestamp of last FAQ update Timestamp of last FAQ update FAQ Engagement
Successful Deflections Number of times an FAQ successfully deflected an Issue Count (Issue was not created within 15 minutes of FAQ View(s)) FAQ Effectiveness
Failed Deflections Number of times an FAQ did not deflect an Issue Count (Issues created within 15 minutes of FAQ View(s)) FAQ Effectiveness