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Understanding Reports

Understand how Helpwise reports work. Learn how to read, analyze, and utilize data to drive your business forward.
BK
Bani Kaur
Updated 2 months ago

Helpwise reports offer a comprehensive view of your business's customer service. . Using reports, you can visualize your team’s performance and identify how to improve customer satisfaction.

This article breaks down all the available reports and the information you’ll find in each. All Helpwise reports give you filtering and export options. Click the links below to jump to a specific section:

01. Overall Reports

Overall reports give you an overview of all the activities happening in all your inboxes. The overall report includes the following:  

  1. Total count of incoming and outgoing as well as total emails/messages per day 

  2. New conversations, assigned conversations, unassigned and closed conversations in a given time period

  3. Messages per day heatmap showing the count of messages that are received and sent on an hourly basis

  4. The busiest day of the week and the busiest hour of the day

You can filter the overall reports by specific inbox / all inboxes, dates, and tags. 

See your Overall report here, or learn more about its metrics in this article.

02. Team Performance Report

This report outlines how many conversations are assigned to your team, how quickly they respond, and you can evaluate agent performance individually.

You can filter the team performance reports by specific inbox / all inboxes, dates and tags.  Below are the metrics in the team performance reports:

  • The average resolution time for your inboxes

  • The average response time for your inboxes

  • The average first response time for your inboxes

  • Customer satisfaction score and breakdown

For the individual performance of the teammates, you’ll able to see:

  • Assigned conversations

  • Closed conversations

  • Outgoing emails/messages sent

  • Number of Replies sent 

  • Number of Conversations replied to (one conversation, for example, an email thread, can have multiple replies)

  • Average Response Time

  • Average First Response Time

  • Average Resolution Time

  • CSAT ratings from customers

You can set up and toggle Business Hours to understand your response and resolution times better. 

See your Team performance report here, or learn more about its metrics in this article.

03. Live Dashboard Report

The live dashboard report gives you an analysis of the current status of your inboxes. It is divided into two sections - The overall current status of the inbox and the current workload of individual agents. 

The following are the metrics you’ll be able to see in this report 

  1. Total count of active assigned, unassigned, and snoozed conversations in the inbox 

  2. Incoming traffic of the customer queries 

  3. The number of conversations awaiting replies 

You can see the following metrics for individual agents 

  1. The availability status of every agent

  2. Current count of assigned conversations: This helps you understand how the current workload is divided among your team

  3. Number of conversations awaiting a reply for each agent: Monitoring this can help you reduce the time to respond to your customers

  4. Active conversations snoozed by each of your team members

See your Live Dashboard report here, or learn more about its metrics in this article.

04. Tag Reports 

Tag reports show the breakdown of metrics like resolution, response times, etc. by each tag.

Use case 1: You can monitor the volume of conversations, categorized by tags. For example, if you have a tag called ‘Refund’, you will be able to monitor how many such requests were raised in a certain time period.

Use case 2: If you have a tag called ‘High Priority’ where you want the response times to be lower than other queries, you will be able to monitor from this report. 

Tag reports have two sections. The first section shows the status of active (open) conversations while the second section shows the status of open + closed conversations.

You can filter these reports by agent, inbox, and date range. 



Metrics for open conversations:

  1. Total number of untagged conversations 

  2. Total number of conversations with a specific tag

  3. % of conversations with the specific tag

Note: The sum total of the %s may be greater than 100% as one conversation can have more than one tag.

  1. Number of conversations with a specific tag that are awaiting replies. 

For example - If you have a ‘High Priority’ tag, you can monitor how many ‘high priority’ conversations are awaiting a reply.

  1. The average age of the conversations with the specific tag. 

The ‘Individual tag reports’ section gives you the breakdown of all (open + closed) conversations:

  1. Total number of untagged conversations

  2. Total number of conversations with a specific tag

  3. % of conversations with the specific tag (Conversations with Tag A divided by total number of conversations)

  4. The average response time, average resolution time, and average first response time of conversations with a specific tag

See your Tag reports here, or learn more about its metrics in this article.

05. CSAT Reports

Customer satisfaction (CSAT) reports tell you how your customers have rated you on the resolution provided by you. You will find the following metrics in this report:

  1. Total number of feedback forms sent 

  2. Total number of responses received on the feedback forms 

  3. A detailed breakdown of the responses received (ratings and comments given by each customer)

See your CSAT report here or learn more about its metrics in this article.

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