Billable Hours is a measure of the amount of time spent by an agent working on customer issues that can be charged to the customer. It helps assess the productivity and profitability of the support team while ensuring accurate billing and revenue recognition.
With Databox you can track all your metrics from various data sources in one place.
Used to show a simple Metric or to draw attention to one key number.
Databox is a business analytics software that allows you to track and visualize your most important metrics from any data source in one centralized platform.
To track Billable Hours using Databox, follow these steps:
Use this free and customizable Freshdesk Tickets Overview Dashboard Template to track your tickets and hours to ensure you deliver the best customer experience.
The Hours Tracked by Company metric shows the total number of hours logged by all agents in your company for a specific time period, indicating the overall productivity and workload of your team.
Non-Billable Tracked by Company is a metric that measures the amount of time spent by company employees on tasks that are not directly billable to clients or customers. It helps businesses understand how much non-revenue generating work is being done by staff.
Number of tickets currently open categorized by the source of the customer inquiry. Helps identify areas for improvement in customer support.
The Open Tickets by Type metric shows the number of unresolved tickets organized by the categories or types assigned to them, providing insights into common or recurring issues.
The Unresolved Tickets by Association Type metric indicates the number of tickets that are yet to be resolved based on their association with a certain customer or product.
Resolved Tickets by Priority metric categorizes the resolved tickets based on their priority and shows their count, helping in monitoring and improving the resolution times of high-priority tickets.
The Companies by Account Tier metric categorizes your customer base into different tiers based on their value or engagement level, helping you identify high-value customers and prioritize your efforts accordingly.
Contacts metric in Freshdesk tracks the number of unique individuals who have contacted your support team through various channels like email, phone, chat, or social media. It helps to measure the volume of customer interactions and improve support processes.