The more advanced approach to analyzing the report data

HelpCrunch provides a number of built-in reports, but sometimes you need deeper insights and more customized reporting. This guide will show you how to:

• Export the raw data from HelpCrunch reports.
• Filter, sort, and analyze data in Excel or Google Sheets.
• Build custom reports (customer-based, tag-based, agent performance, etc.).
• Leverage the HelpCrunch REST API for advanced reporting, including automated reports, data aggregation, and integration with BI tools.

1. Exporting Report Data

You can export HelpCrunch reports to CSV or Excel and analyze them in any spreadsheet tool.

How to Export Data:

1. Open the Reports section in HelpCrunch.
2. Select the desired report (Conversations, Agents Performance, etc.).
3. Select the date range and a specific agent (or load overall).
4. Click interactive report numbers to dive in.
5. Click the three-dot menu at the top and select Export CSV to email.
6. Once you receive an email, open the attached file in Microsoft Excel, Google Sheets, or another tool.

2. Filtering and Analyzing Data in Microsoft Excel, Google Sheets, or another tool

After exporting your data, you can filter, sort, and process it.

Filtering Data

To quickly find relevant data:

1. Open the exported file in Excel.
2. Select the header row → Click Filter (Ctrl + Shift + L in Windows, Cmd + Shift + L in Mac).
3. Click the dropdown in any column to filter by:

• Date (to analyze performance over a specific period).
• Agent (to track specific team members' efficiency).
• Customer (to see all interactions per customer).
• Tags (to analyze the most common issues).
• Communication Channel type (To analyze requests by communication channels)

Sorting Data

To organize data for better readability:

1. Select a column (e.g., Response Time, Conversation Status, Tag).
2. Click Sort A-Z or Sort Z-A in Excel.
   

Using Pivot Tables for Analysis

Pivot tables help summarize large data sets:

1. Select your entire dataset → Click Insert → Pivot Table.
2. Drag relevant fields (e.g., "Agent Name" → Rows, "Total Conversations" → Values).
3. Add filters to focus on specific periods or agents.

3. Creating Custom Reports

Here are some practical examples of custom reports you can build:

📊 Customer-Based Report

Goal: Track how many support interactions a specific customer or segment has.

• Filter by Customer ID, Company Name, or Email.
• Create a pivot table to count interactions per customer.
• Compare response times per customer to identify priority clients.

🏷 Tag-Based Report

Goal: Measure which topics or issues generate the most support requests.

• Filter the dataset by Tags (e.g., "Billing", "Technical Issue").
• Count total occurrences per tag to identify trending issues.
• Compare how issue types evolve over time.

📅 Agent Performance Report

Goal: Evaluate team efficiency and workload distribution.

• Filter by Agent Name to see the total conversations per team member.
• Measure average response time & resolution time.
• Compare agent performance across different periods.

4. Need More data? Use the HelpCrunch REST API

For even more flexibility, use the HelpCrunch REST API to:
🚀 Fetch real-time data from HelpCrunch.
📊 Generate custom reports with specific parameters.

In case of any questions, contact our team – they will be happy to help you! 🚀