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.
Note: Users with a Microsoft Power BI Pro license can create workspaces, with a maximum of 10 GB of data storage each. As a result, Helpshift Template Apps does not allow you to load data for more than 180 days and to exceed the total usage beyond 10 GB. Whereas, in the Helpshift Analytics Dashboard, there is no such limitation. Therefore, you can observe some minor differences in the Power BI and Helpshift Dashboard metrics.
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 an only a single outbound response|
|Avg. Reopen Rate||(Number of Issues Reopened in selected time) / (Number of Issues Resolved at the same time) * 100
[Including Issues that are currently Open]
|(Number of Issues Reopened in selected time) / (Number of Issues Resolved at 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)|
|Avg. Time To First Response||It is the average time taken for the first reply by the human agent to all the issues that are updated within the selected time range||It is the average time taken for the first reply by the human agent to all the issues that are updated within the selected time range
[ All issue – Its the issue created in the available snapshot (Available snapshot – Number of days mentioned while configuring the power BI analytics) ]
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?