The Overview page of the Analytics Dashboard allows you to review the summary of the key metrics. The page provides metric values and trends for the respective metrics within the selected date range. When you look at the Overview Page of Analytics, you’ll want to focus on the metrics like:

  • CSAT

  • FAQ Views

  • Top tags by Issue Volume

  • Issues created

  • Issues resolved

  • Active Users 
    • Active Users - Daily (Latest)
    • Active Users - Daily (Trend)
    • Active Users - Monthly (Last 3 months)

  • Contact Rate

  • Time to first response

  • Time to first human response

  • Time to resolve

The top section of the page allows you to filter these metrics by:

  • Date

  • Platform

  • App

  • Language

Based on selected filters, you can use the above information to track the effectiveness of your support, analyse trends, and dive deep into the data.

For more details, please refer Helpshift Analytics page.

For details of the definition for each metric, please refer Glossary page.