Analytics

How is ‘Contact Rate’ defined/calculated?

Analytics is a Premium Feature. If you’re currently on a free plan, please reach out to success@helpshift.com to upgrade. More information about our membership options can be found on our pricing page. In Helpshift Analytics, the Contact Rate is calculated by the following formula: [(issues reported #, divided by MAU #) multiplied by 100] As […]

What time do my Analytics metrics update daily?

Analytics is a Premium Feature. If you’re currently on a free plan, please reach out to success@helpshift.com to upgrade. More information about our membership options can be found on our pricing page. Our Analytics pages update at different times. The data on the Overview, Issues, and Team tabs refresh every 30 minutes. Data is automatically […]

What metrics can I use to analyze my FAQs?

Analytics is a Premium Feature. If you’re currently on a free plan, please reach out to success@helpshift.com to upgrade. More information about our membership options can be found on our pricing page. You can review information on FAQ effectiveness via the Analytics Dashboard by reviewing the tabs under ‘FAQ’. The data available here is divided […]

What metrics are available for evaluating Agent performance?

Analytics is a Premium Feature. If you’re currently on a free plan, please reach out to success@helpshift.com to upgrade. More information about our membership options can be found on our pricing page. You can find information on Agent performance via the Analytics Dashboard by reviewing the tabs under ‘Teams’. There’s a wealth of information available […]

What can I see in the Analytics Dashboard?

Analytics is a Premium Feature. If you’re currently on a free plan, please reach out to success@helpshift.com to upgrade. More information about our membership options can be found on our pricing page. The Analytics Dashboard is designed to give you an overview of metrics for each of your applications by Issue type, volume, and team […]