The metrics are not expected to match precisely because they measure different things:
| Metric | What it Measures | Calculation Basis |
| Views | Total display count of content/steps. | Frequency (All displays, multiple per user) |
| Assist | Total unique users supported by the content. | Unique User Reach (De-duplicated to 1 per user per hour based on content type) |
| User Count in CSV | The total number of unique User IDs present in the raw data exported for that specific tour/timeframe. | Raw User Data (Users who interacted/started the tour) |
Key Metrics Explained
The reporting dashboard features several essential metrics designed to measure user interaction and engagement:
1. The Assist Metric: Unique User Reach
The Assist metric represents a unique user who was successfully supported or reached by the Usetiful experience (Tour, Smart Tip, etc.) within a given time period.
How it is counted: An Assist is counted only once per unique user per hour (based on content type), regardless of how many times they viewed the content, or how many steps they completed within the reporting period. This metric prioritizes unique user reach over frequency. Read more
2. Views (Steps/Content Displayed)
The Views metric (often labeled in "Steps" of the tour reports) measures the total number of times a piece of content or a specific step was displayed to users.
Relationship to Assist: It is common for Views to be significantly higher than the Assist count. This is by design: Views counts every instance the content is shown (frequency), while Assist counts the unique person who was supported (once).
3. User count in downloaded CSV
The User Count in the downloaded CSV serves as an export of the underlying raw user data, which is distinct from the calculated aggregated metrics like Assist and Views.