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Export Reports

Get 24x7 instant access to your customer service data by exporting your Helpwise reports.
BK
Bani Kaur
Updated 8 months ago

Easily access your data offline by downloading/ exporting your reports. Apart from exporting the data you can access from the Reports dashboard, there are export options that give you more granular visibility into your data.


You can export all the reports by clicking on the download icon on the top right of every report. The reports generated from this button will be common for all the report pages. Click the links below to jump to a specific section: 


So when you click on Export Metrics, 3 files will be downloaded which show the following data:

 It shows the message per day graph, which includes the following: 

  1. Total count

  2. Incoming count

  3. Outgoing count


It also shows the Report metrics data, which includes: 

  1. New Conversations

  2. Assigned Conversations

  3. Unassigned Conversations

  4. Closed Conversations

  5. Busiest Day of the Week

  6. Busiest Hour of the day

  7. Average response time

  8. Average first response time

  9. Average Resolution Time


It further shows User Performance Data along with Customer Satisfaction report which includes: 

  1. Total Assigned Conversations

  2. Closed Conversations

  3. Outgoing Conversations

  4. Replies (Conversations),        

  5. Avg Response Time

  6. Avg First Response Time

  7. Avg Resolution Time


Customer Satisfaction report includes the following

  1. Overall Performance Score    

  2. Surveys Responded    

  3. Surveys Sent    

  4. No. of Excellent Responses     

  5. Percentage of Excellent Response    

  6. No. of Fair Responses     

  7. Percentage of Fair Response    

  8. No. of Poor Responses      

  9. Percentage of Poor Response

   

Now, when you click on Export All Data, a file will be downloaded that shows the following data:

  1. LogId: Each log (actions/emails) has its own unique ID. 

  2. Conversation ID: Every conversation has its own unique conversation ID, which can be found in the Conversation URL

  3. Message ID: It shows the Message ID of the specific email from the E-mail Provider. 

  4. Timestamp: It shows the date and time when the action was done

  5. Action: It is an event that happened in Helpwise. These include Inbound Email, Outbound Email, closed, spam, trash, snooze, snooze Ended, moved To Inbox, assignment, Tag added, Tag removed, and Tag updated

  6. Subject: It shows the subject of the email

  7. Body: It shows the content of the email, limited to 200 characters

  8. Current Tags: It shows the tags currently applied to the conversation

  9. Action Done By: It shows the emails of the team member who took action on the conversation

  10. Assigned To: It shows the conversation, which was assigned to the user at the selected time 

  11. Conversation Url: It shows the URL of the particular conversation. You can click on this to go to the specific conversation on Helpwise.

  12. From: It shows the email address the conversation is coming from

  13. To: It shows the email address the conversation was sent to    

  14. Conversation Status: It shows the current status of the conversation (Archived, Spammed, Deleted, Open, Snoozed)

  15. Currently Assigned To: It shows the conversation which is currently assigned to a user 

A. Overall Reports

For overall reports, you can export only the graph of the messages per day by clicking on the “download’ icon on the right corner of the graph. 

Admins can download the heatmap of the “Emails on hourly basis’ data. The three formats in which the heatmap can be downloaded are SVG, PNG, and CSV. 

B. Team Performance Reports

You can export team performance-specific reports by clicking on the download icon. When you click on it, you will have three options

01. Export Table Data

This report includes the following user performance data

  1. Agent Name 

  2. Assigned Conversations

  3. Closed Conversations

  4. Outgoing Conversations

  5. Replies (Conversations)

  6. Avg Response Time

  7. Avg First Response Time

  8. Avg Resolution Time

  9. Avg CSAT Score

02. Export Table Data By Date 

This report breaks down the data by day and includes the following metrics. This helps you get a better understanding of your team’s performance day by day.


  1. UserId

  2. Name

  3. Assigned Conversations    

  4. Closed    Conversations

  5. Outgoing Conversations    

  6. Replies (Conversations)    

  7. Avg Response Time    

  8. Avg First Response Time    

  9. Avg Resolution Time    

  10. Avg CSAT Score    

  11. Start Date    

  12. End Date

03. Export Table Data By Week

This report breaks down the data by week and includes the following metrics. This helps you get a better understanding of your team’s performance week on week.

  1. UserId    Name    

  2. Assigned Conversations    

  3. Closed    Conversations

  4. Outgoing Conversations    

  5. Replies (Conversations)    

  6. Avg Response Time    

  7. Avg First Response Time    

  8. Avg Resolution Time    

  9. Avg CSAT Score    

  10. Start Date    

  11. End Date

C. Live Dashboard Reports


The Live dashboard report shows User Performance Data in real-time and includes the following metrics 

  1. Total Assigned Conversations

  2. Closed Conversations

  3. Outgoing Conversations

  4. Replies (Conversations),        

  5. Avg Response Time

  6. Avg First Response Time

  7. Avg Resolution Time

D. Tag Reports


The export options of Tag reports can be divided into two parts – live dashboard and Individual Tag Reports


The live dashboard report includes the following metrics:

  1. Tag    

  2. Open Conversations    

  3. Open Conversations %    

  4. Awaiting Reply    

  5. Average Age


The Individual Tag Reports further has two options

  1. Export Table 

This option downloads a report that includes the following data:

  1. Tag

  2. Conversations    

  3. Conversations %

  4. Open    

  5. Closed    

  6. Avg Response Time    

  7. Avg First Response Time

  8. Avg Resolution Time


  1. Export Tagging Data 

This option downloads a full report for each conversation and includes the following data:

  1. Tag Id    

  2. Tag Name    

  3. Tag Color    

  4. Inbox Id    

  5. Conversation Id    

  6. Conversation Url    

  7. Tagged At

E. CSAT Reports

You can find the overview of the CSAT reports in the User Performance Data, and you can access it by exporting the metrics of all the reports.


To explore the CSAT reports in detail, click on the tiny arrow on the right of the CSAT report which you can find under the Team Performance report.

Next, click on the ‘View Response’ button to access the responses received from the customers.




Now, click on the download button to export the responses of the customers. 


The report exported will have the following data: 

  1. Contact name and email

  2. Comment    

  3. Inbox    

  4. Assigned To    

  5. Score    

  6. Created Date    

  7. Conversation Link

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