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 can help you track the effectiveness of your responses, FAQ articles, and individual Agents. This info is crucial to optimizing your processes to improve CSAT scores and provide a positive customer experience.
When you look at the Overview Page in your Analytics section, you should focus on the top 3 sections: Current Open Issues, Tags Reports, and User Engagement.
Current Open Issues tracks the number of open Issues for the past 30 days. In the top right is a navigation bar which allows you to sort these metrics by platform, app, or language. You can also hover over the columns to see the current amount of open Issues and the average waiting time.
Tags Reports allow you to track the use of all types of tags: HS-Tags added to in-app Issues, tags added via Automations, and tags added manually by Agents. You can download reports on tag usage by day, week or month, and use this information to track types of Issues coming in. You’ll see icons on the left side for downloading individual reports, and a list of the top tags used per week is automatically rendered on the right.
You can use this information to identify what types of users are writing in most often (paying, non-paying, VIP, etc.), what types of Issues are submitted (feedback, bugs) and any influx and changes to your regular Issue volume. Structuring an organized tag system is crucial to using this data effectively. To learn how to create and manage tags, see How Do I Create And Use Tags? and What Are Issue Tags, And How Do I Use Them?
The User Engagements area provides information on how users have interacted with your Support tools, including how many of your users opened Help, read an FAQ article, reported Issues, and more. You can use the App, Platform, Language, and Duration drop-downs to review different sets of metrics.
The User Engagements area on the left has three prominent metrics listed by default: Opened Help, Read FAQs, and Reported Issue. A healthy Helpshift account will have the Read FAQs be 1.5x the volume of Opened Help. This means that users are reading multiple FAQs to find answers to their questions prior to contacting support. If your Reported Issues are 10% of Opened Help, then you’re deflecting 90% of Issues by having relevant content in your FAQs.
To see a breakdown of the information provided on the Teams tabs, see What Metrics Are Available For Evaluating Agent Performance?
Data on these tabs refreshes every 30 minutes. To learn more about what data is refreshed at what times, see What Time Do My Analytics Metrics Update Daily?
The Contact rate is also listed in this area. To learn how this is calculated, see How Is ‘Contact Rate’ Defined/Calculated?