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How to Set up/Customize Reports

This article shows the different filters you can apply to create and set up your reports in Helpwise.
BK
Bani Kaur
Updated 5 months ago

Reports and analytics are not enough, you should be able to customize them for a more zoomed-in view of your data and fit your unique business needs. 


This article will guide you through the step-by-step process of setting up and personalizing each report, ensuring they deliver the exact information you need when you need it. Click the links below to jump to a specific section: 


A. Overall Reports

You can customize the Overall Reports using 

  • Date Range

  • Inbox type (such as Email, live chat, etc.)

  • Tags (multiple tag selection is also possible)

  • Business hours (when your support team is operational)

This is where you can choose the inbox(particularly/all inbox).

You can choose the date range here. 

You can choose the tags here so that the reports will contain conversation with the specific tags. 

Admin can set the business hours and the reports for Team members/Users will be generated only for the business hours. This filter helps in providing an accurate report for the team members/users (business hours can be set up by going into inbox-level settings). 


Business Hours Indicate the times that your support staff is accessible to assist consumers. This improves the accuracy of the procedures used by your department, such as milestones and escalations.


You can also create multiple business hours for support teams that operate in the same time zone but at different hours.

You can further filter your ‘Emails per day’ graph by simply clicking on the dataset you want to eliminate among total, outgoing, and incoming emails. You can click again to bring it back to the graph. 

The emails on an hourly basis heatmap can also be customized based on total, outgoing, and incoming emails. 

B. Team Performance Reports

You can customize the Team Performance Reports using 

  • Date Range

  • Inbox type (such as Email, live chat, etc.)

  • Tags (multiple tag selection is also possible)

  • Business hours (when your support team is operational)


Admin can set the business hours and the reports for Team members/Users will be generated only for the business hours. This filter helps in providing an accurate report for the team members/users (business hours can be set up by going into inbox-level settings). 


Business Hours Indicate the times that your support staff is accessible to assist consumers. This improves the accuracy of the procedures used by your department, such as milestones and escalations.


You can arrange the metrics showcasing individual agent performance in ascending or descending order by simply clicking on the column's title. Click again to toggle between the sorting options.

C. Live Dashboard Reports

You can tailor the Live Dashboard Reports based solely on the inbox type, as this report reflects the current status of the inbox.

Admins can sort the metrics showcasing individual agent performance in either ascending or descending order and available or unavailable by simply clicking on the column's title. Click again to toggle between the sorting options.


D. Tag Reports

You can customize the Tag Reports using 

  • Inbox type (such as Email, live chat, etc.)

  • Specific agents (multiple agent selection is also possible)


Admins can sort the live dashboard metrics showcasing tag data in either ascending or descending order by simply clicking on the column's title. Click again to toggle between the sorting options.

Individual tag reports can be filtered on the basis of 

  • Inbox type (such as Email, live chat, etc.)

  • Specific agents (multiple agent selection is also possible)

  • Date Range

  • Business hours (when your support team is operational)


Admin can set the business hours and the reports for Team members/Users will be generated only for the business hours. This filter helps in providing an accurate report for the team members/users (business hours can be set up by going into inbox-level settings). 


Business Hours Indicate the times that your support staff is accessible to assist consumers. This improves the accuracy of the procedures used by your department, such as milestones and escalations.


You can also create multiple business hours for support teams that operate in the same time zone but at different hours.


You can further sort individual tag report metrics in either ascending or descending order by simply clicking on the column's title. Click again to toggle between the sorting options.

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