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Helpshift - Agent Analytics
by HelpshiftMicrosoft 365Paid
Measures support-agent activity, quality, and efficiency in Power BI.
PRICINGPaid
DEPLOYMENTCloud
CATEGORYAnalytics
UPDATED ON MARKETPLACE
What it does
Provides reports for agent-team performance and individual agent performance in Power BI. The reports cover work volume, support quality, and response and resolution measures.
Key capabilities
from the Microsoft Marketplace listingWork volume reporting
Includes counts for resolved issues and issue touches.
Quality reporting
Includes CSAT and reopened-issue rate.
Efficiency reporting
Includes first-response time, resolution time, and first-contact resolution rate.
In the catalog
2,531 plugins in Power BI · Analytics
Price distribution: 125 free, 147 freemium, 1,350 paid, 909 price not published
Pricing & deployment
Platform
Microsoft 365
Product
Power BI
Deployment
Cloud
Pricing
Paid
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What the vendor says
«Helpshift Agent Analytics offers insights into your overall Agent Team performance and at the individual Agent level. The report provides Activity Metrics such as Issues Resolved, Issue Touches, and Support Quality Metrics such as CSAT and Reopen Rate. It also includes Efficiency Metrics such as First Response Time …»