Insights-Driven Performance
Maximize your team’s potential with Helpshift’s comprehensive analytics. Understand your support landscape, from chatbot efficiency to agent productivity, and make data-driven decisions that matter.
Agent Performance
Effectively assess agent performance, identify areas for improvement, and enhance customer support with comprehensive agent performance analytics. Track key metrics like activity trends, performance trends, and compare performance within a team.
Help Center Effectiveness
Optimize self-service efficiency by tracking key metrics such as FAQ views, searches, and deflections. Gain valuable insights to refine your knowledge base and continuously enhance its impact.
Real-time performance metrics
Gain real-time insights into queue and team performance. Monitor open issues, track agent availability, and optimize resource allocation. Prevent agent overload, handle caseload spikes, and minimize response delays.
Conversation metrics
Leverage conversation analytics to track key metrics like Time to Resolve (TTR) and Time to First Response (TTFR) for different issue categories - Fully Automated, Partially Automated, and Fully Manual. Gain insights into the degree of automation in your support processes and make informed decisions to optimize efficiency.
Bot Effectiveness
Evaluate the impact of your chatbot with detailed insights on engagement, deflections, and user feedback. Measure the success of your chatbots, identify areas for improvement, and continuously refine their effectiveness.
