You may notice that certain metrics within your Helpshift Analytics page and Power BI dashboard do not match, despite having the same name. This is because some metrics are calculated differently in each of these platforms.

We are working to update our reporting tools to ensure that these metrics will match up in the future. In the meantime, we’ve provided a list of metrics that may appear differently along with information on how each metric is calculated.

Metric Helpshift Analytics Power BI
Resolved Issues Issues Resolved within the selected time [regardless of whether they were reopened later] Issues Resolved within the selected time [which are still currently Resolved]
Avg. Time To Resolve (TTR) (Issue Resolved timestamp) – (Issue Created timestamp)

[for all Resolved Issues, including Issues that are currently Open]

(Issue Resolved timestamp) – (Issue Created timestamp)

[for all Resolved Issues]

Avg. First Contact Resolution (FCR) Issues replied to and Resolved within 5 seconds [e.g. Agent selects ‘Reply and Resolve’] Issues Resolved with a only a single outbound response
Avg. Reopen Rate (Number of Issues Reopened in selected time) / (Number of Issues Resolved in the same time) * 100

[Including Issues that are currently Open]

(Number of Issues Reopened in selected time) / (Number of Issues Resolved in the same time) * 100

[Not including Issues that are currently Open]

Avg. Holding Time Avg (First Response timestamp – Every Assign before First Response timestamp) (First Response timestamp) – (First Assign timestamp)

For additional information on how the Resolved Issues metric is calculated, see Why Is The ‘Resolved Issues’ Count In Power BI Different From The One In Helpshift Analytics?