HelpAlive Audience and Reports: tenants, people and assists

Audience and Reports are the pages in the HelpAlive dashboard that show who uses the agent and how it goes. Audience goes from tenants to people to each assist or chat. Reports adds up what the agent did over a period. For tenants and people, see Key concepts.

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Audience and Reports at a glance

• Audience goes from tenants to people to each assist or chat.
• Reports adds up what the agent did over a period you pick, and each report downloads as CSV.
• Assists and chats from a test link on Test are marked Test run or Test chat.
• Your team can read your users’ chats here.
• After your retention window, a chat keeps its counts and dates but loses its words.

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Audience

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The Audience figures

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Tenants

The left list, Tenants, holds “The companies or workspaces in your app.” B2C customers refers to the one tenant that holds every person your app sends with no tenant. Use Search tenants…, and filter with Every tenant, Helped or Not helped yet. All tenants shows people across every tenant. Click a tenant to show its people and open its drawer.

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People

The right list, People, shows each person with when they were last active. Use Search people… and filter by Desktop or Mobile.

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The Audience drawer

Clicking a row opens a drawer. It goes one level deeper each time, and Open as page shows any level as a full page.

• A tenant: how far the agent reaches in it, and its Events, Chats and Assists. Then Its people, its assists, and its latest activity for 7 days, 30 days, 90 days or A year. It ends with the tenant’s privacy state and history.
• A person: tabs for Activity, Assists, Chats, Platforms and Privacy.
• An assist: its name is the one the agent gave its offer, or else what they asked for. The story shows What they asked for, How it ended and the agent’s closing words. The assist in numbers shows how long it took, its steps, and whether it Counts toward your plan. What happened goes step by step.
• A chat: its messages, any assist the chat offered and the person’s answer, and the assists it ran, under It ran one assist or, for more, a count such as It ran 2 assists.

In the lists, a chat shows its first question in quotes under its title. An assist that stopped says the step it stopped at. Assists and chats from a test link on Test are marked Test run or Test chat. Test runs never count toward your plan. Your team can read your users’ chats here. Your terms with your own users should tell them so. After your retention window, a chat keeps its counts and dates but loses its words. See Privacy Management. The Privacy part of a tenant or person shows their tracking state and history, with Open Privacy Management to act on them.

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Reports

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The report period

Pick Last 24 hours, Last 7 days, Last 30 days (the default), Last 90 days or Last 365 days. More ranges → Custom range picks your own dates, up to a year.

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The five reports

Each report has a button to download it as CSV.

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How an assist ended

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A page’s detail drawer

In Questions and assists by page, click a number to open that page’s drawer: the questions asked there, the assists started there, and the assists that did not finish, each saying how far it got. Questions past your retention window keep their count but not their words.

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Check it works

Once people use the agent in your app, Audience lists them under their tenants, and Reports fills in for the period you pick.

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Troubleshooting

• A tenant shows as “Tenant” and a short id. Pass tenantName in identify(). See Identify users.
• Audience is empty. This is because nobody has been identified yet. The list says “No activity yet. Add HelpAlive to your app on Setup to start tracking.” Finish the step Add HelpAlive to your app on Settings → Setup & API Key. See The four steps.
• A chat has no words. This is because it is older than your retention window, or the person’s data was deleted.

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