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 user who is interested in using Power BI, please review How Can I Get More Out of Helpshift Analytics With Power BI? First.
We strongly recommend reviewing this article by Microsoft on Power BI basic concepts first, which provides a visual dashboard overview and defines some key terms throughout this guide. Once you’ve read that, use the table of contents below to jump directly to the report you’d like to learn more about.
If you are looking to update an existing report to get new metrics provided in one of our updates please see How Do I Update My Content Pack?
There are three main apps in Power BI, each of which contain a different set of reports. Those apps and reports are listed below. Click the name of a report to jump straight to the description and use cases.
- Active Users
- Open Issues
- Incoming Volume
- Time to First Response
- Time to Resolve
- Average Time To Each Response
- Tag Distribution
- Handling Time
- Holding Time
- First Contact Resolution
- Resolve and Reopen Rates
- Chat Flow Analytics
For more detailed steps and best practices, please see our Knowledge Base.
This report lets you see how many users visit your app compared to how many contact you, broken down by app, platform, and other filters you can select.
You can use this report to:
- Consolidate your app data and support data into one report
- See how changes in your number of active users affects your Contact Rate
- Spot trends by filtering user data by app and platform
This report provides an overview of all new Issues coming into your Dashboard. It allows you to review and compare the following types of information:
- Which Issues have been outside of your SLA the longest and which Agents those Issues are assigned to
- Reviewing a large backlog of Issues to see which have been open for the longest
This report provides a granular look at changes in volume in new Issues down to the hour. It is most useful for the following types of cases:
- Identifying what time of day you receive the most Issues, which can help you decide if you need to hire more Agents or reassign shifts
- Reviewing the most common types of Issues by looking at tags to see if Agents should be shifted to different Groups to tackle those types of Issues
- How many Quick Replies were inserted – you can use the metrics in this report to build a custom report to review these metrics
Time to First Response
This report allows you to see whether or not you’re meeting your SLA goals for first response time – you can click into the exact Issues that may have been missed. You can use it to identify the following:
- How your first response time changes throughout the day or week, where you may need additional support
- Improvements or drops in Agent performance to enable you to follow up with Agents as needed
- If different Agent Groups are meeting their specific SLA goals for first response time – you can review Issues that were not replied to within SLA with the group to set expectations
- Average time to first response for weekend Agents by filtering for Issues only created on weekends
Time to Resolve
This report helps you identify trends affecting the average time it takes to resolve an Issue. This information is useful for the following:
- Reviewing how many Issues an Agent or Group were closed or resolved within their SLA, and the overall average time to resolve for each Issue
- Seeing what Issue types take longer than others to know where Agents may need more training or support
- Generating a weekly CSV for each team’s average time to resolve to provide your team with data-driven performance feedback
Average Time To Each Response
This report provides metrics regarding the time it took the Agent to follow up on end user messages. You can use it to track the following:
- The average time that specific Agents took to respond to Issues waiting for their response
- The average time to each response for Issues with specific tags
This report gives a high level understanding of where most of your tags are coming from. You can use this information as follows:
- Quickly spotting spikes in tag usage to reallocate resources in your team to address
- Seeing what percentage of Issues are from specific types of users – VIP, paid, non-paid, first time users, etc.
- Reviewing what percentage of tags are related to specific issues, such as billing or escalations
This report measures the window of time when the Issue is assigned to an Agent to when the Issue is resolved. This report along with the Holding Time report are great for looking at Agent performance. You can review the following types information with this report:
- What types of Issues are receiving a longer handling time – look at the average handling time by tag to determine if you need to provide more resources for resolving those types of Issues
- Longest handling time overall – in addition to SLAs, you may wish to set a handling time goal for your team to improve the customer experience
This report measures the time period between when an Issue was first assigned to an Agent and when that Agent sent the first response. This information is helpful for assessing the following:
- How long Agents are taking to initially reply to an Issue
- What types of Issues typically have a longer holding time – sort Issues by tag to see if Agents need special training to respond to those types of Issues more quickly
- Correlation between CSAT ratings and holding time – do Issues with a longer holding time receive lower CSAT scores? Is there a minimum holding time where CSAT scores begin to drop?
The CSAT report allows you to see what your average CSAT score is for individual Agents and for your whole team. You can use this information as follows:
- Reviewing all Issues with a feedback rating below 3 to have a Supervisor potentially follow up
- Checking which Agents have high CSAT ratings to provide them with positive feedback accordingly
- Reviewing how many end users are providing Agents with ratings to see if there is opportunity to incentivize end users to provide feedback
First Contact Resolution
This report is specific to Issues which were resolved with only one Agent response. Some important information to look for here includes the following:
- Identify types of Issues which are less frequently resolved in one reply by looking at tags to see if there’s opportunity to resolve those Issues more quickly and efficiently
- Review the CSAT scores of Issues resolved with one response to identify top performing Agents
Resolve and Reopen Rates
This report tracks and compares two data points: the amount of Issues resolved and the amount reopened. Comparing this data allows you to gain the following insights:
- Drill down to the tag level of reopened Issues to identify what causes them; update your Automations or revise your support messages accordingly
- Track times when the resolved Issues metric drops to identify need for additional support resources
Chat Flow Analytics
This report provides a wealth of information for evaluating the effectiveness of your web chat and in-app live chat experience support offerings. You can use the information provided in this report to understand:
- How many new conversations were started on a given day, and how many of these conversations led to Issues
- How many Issues were assigned quickly (within 30 seconds)
- How many Issues were replied to by Agents, and how many were not
- The average amount of time it takes your Agents to respond to a web chat or live chat conversation
- How often the Answer bots and Get Information bots are invoked per day, and how successful they are – e.g. how often the user accepts the FAQ or provides relevant info
- The amount of Issues where the user abandoned the conversation, e.g. they closed the window without reading the latest reply from your support team (web chat only)
The trends activity report provides metrics for Agent availability vs. online presence, Issue assigns, Issue resolves, and outbound messages. This report can be used to:
- Monitor team and individual Agent activity over time by switching between Daily, Half-hourly or Weekly trends using the (↓↓) icon on the top left of each visual
- Compare Agent online presence vs. when they were available to receive Issues – this metric is useful for evaluating productivity and tracking billable hours
- Review changes in online hours and activity times to see if you need to hire additional Agents
- Compare Issues assigned vs. Issues resolved – for a productive team, these metrics will be close together
This report features trends in Agent performance by averages, including average time to first response, CSAT, acceptance rate, and reopen rates. Use this report to:
- Monitor team and individual Agent performance over time by switching between Daily, Half-hourly or Weekly trends using the (↓↓) icon on the top left of each visual
- Spot opportunities for improvement if an Agent’s CSAT, acceptance, or reopen rates change
Compare With Team
This report contains many valuable metrics for evaluating your team’s activity, quality of support, and efficiency. This report allows you to:
- Easily compare Agent performance to team performance
The ‘All Agents’ report is set up in a spreadsheet format with all of the metrics in this report listed for each Agent. You can use the information in this report to:
- Compare when your Agents were last available vs. last online to evaluate productivity and track billable hours
- See all the metrics of Agents belonging to one or more teams
- Identify top performers and those who may need improvement by sorting specific columns
FAQ Views & Searches
This report provides insight into how your FAQs are doing based on views, searches, and likes/dislikes. You can use this information to understand:
- How your users are using your FAQs over time; which are consistently the most popular topics/questions so you can keep those up-to-date
- What percentage of your Monthly Active Users have viewed FAQs in the past month
- What searches are bringing up corresponding FAQs versus which do not bring up any search results so you can write new FAQs for those searches
- What languages your FAQs are being reviewed in, and what are the most popular FAQs for those languages
- Which of your FAQs receive positive feedback (likes) and which need improvement
This report provides metrics on the successful and failed deflections, deflections by section, deflections by device language, and more. This information allows you to:
- Measure how effective your in-app FAQs are at deflecting the creation of new Issues
- Track the success or failure of deflections over time
- Identify FAQ sections with high successful or failed deflections
- Identify languages for which the translations could be improved based on deflections by device language
Please note: currently the FAQ Deflections report only includes metrics for in-app users, and not web or email deflections.
This report provides metrics related to FAQ search terms: which searches turned up results, which did not turn up results, which ones provided FAQs that users clicked into, and more. This allows you to review the effectiveness of your search and answer the following:
- How many searches were done over the past 15 days?
- What were the most searched terms?
- How many searches failed to show any FAQ results?
FAQ Search (secondary)
This report provides tables of data and a word cloud related to FAQ searches that provided no results or no FAQs that users clicked into. This provides your team with insights into what keywords you can provide matching results for, and helps you answer the following:
- What were the search terms that failed to show FAQ results?
- How many searches showed irrelevant results (where the user did not click anything after completing the search)?
- What were the search terms that showed irrelevant results?
This report provides a comprehensive list of all FAQs in your support portal. You can use this report to:
- Review the overall performance of a specific FAQ by looking at the Views, Percentage of Likes, Successful & Failed Deflections metrics
- Sort FAQs by last updated date to identify FAQs that may need to be updated
To set up additional features and learn more about Helpshift best practices, please review our Knowledge Base.