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:
- Export Overall Reports
- Export Team Performance Reports
- Export Live Dashboard Reports
- Export Tag Reports
- Export CSAT Reports
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:
Total count
Incoming count
Outgoing count
It also shows the Report metrics data, which includes:
New Conversations
Assigned Conversations
Unassigned Conversations
Closed Conversations
Busiest Day of the Week
Busiest Hour of the day
Average response time
Average first response time
Average Resolution Time
It further shows User Performance Data along with Customer Satisfaction report which includes:
Total Assigned Conversations
Closed Conversations
Outgoing Conversations
Replies (Conversations),
Avg Response Time
Avg First Response Time
Avg Resolution Time
Customer Satisfaction report includes the following
Overall Performance Score
Surveys Responded
Surveys Sent
No. of Excellent Responses
Percentage of Excellent Response
No. of Fair Responses
Percentage of Fair Response
No. of Poor Responses
Percentage of Poor Response
Now, when you click on Export All Data, a file will be downloaded that shows the following data:
LogId: Each log (actions/emails) has its own unique ID.
Conversation ID: Every conversation has its own unique conversation ID, which can be found in the Conversation URL
Message ID: It shows the Message ID of the specific email from the E-mail Provider.
Timestamp: It shows the date and time when the action was done
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
Subject: It shows the subject of the email
Body: It shows the content of the email, limited to 200 characters
Current Tags: It shows the tags currently applied to the conversation
Action Done By: It shows the emails of the team member who took action on the conversation
Assigned To: It shows the conversation, which was assigned to the user at the selected time
Conversation Url: It shows the URL of the particular conversation. You can click on this to go to the specific conversation on Helpwise.
From: It shows the email address the conversation is coming from
To: It shows the email address the conversation was sent to
Conversation Status: It shows the current status of the conversation (Archived, Spammed, Deleted, Open, Snoozed)
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
Agent Name
Assigned Conversations
Closed Conversations
Outgoing Conversations
Replies (Conversations)
Avg Response Time
Avg First Response Time
Avg Resolution Time
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.
UserId
Name
Assigned Conversations
Closed Conversations
Outgoing Conversations
Replies (Conversations)
Avg Response Time
Avg First Response Time
Avg Resolution Time
Avg CSAT Score
Start Date
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.
UserId Name
Assigned Conversations
Closed Conversations
Outgoing Conversations
Replies (Conversations)
Avg Response Time
Avg First Response Time
Avg Resolution Time
Avg CSAT Score
Start Date
End Date
C. Live Dashboard Reports
The Live dashboard report shows User Performance Data in real-time and includes the following metrics
Total Assigned Conversations
Closed Conversations
Outgoing Conversations
Replies (Conversations),
Avg Response Time
Avg First Response Time
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:
Tag
Open Conversations
Open Conversations %
Awaiting Reply
Average Age
The Individual Tag Reports further has two options
Export Table
This option downloads a report that includes the following data:
Tag
Conversations
Conversations %
Open
Closed
Avg Response Time
Avg First Response Time
Avg Resolution Time
Export Tagging Data
This option downloads a full report for each conversation and includes the following data:
Tag Id
Tag Name
Tag Color
Inbox Id
Conversation Id
Conversation Url
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:
Contact name and email
Comment
Inbox
Assigned To
Score
Created Date
Conversation Link