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.
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.
The Open Tickets metric refers to the number of customer support tickets that have not yet been resolved or closed by the support team.
Open Tickets by Priority metric shows the number of tickets that are currently open and categorized by priority level in Freshdesk.
Unresolved Tickets metric represents the number of support queries that are yet to be resolved by the customer support team in Freshdesk.
The Unresolved Tickets by Tag metric shows the number of open support tickets categorized by tags that have not been resolved by agents in Freshdesk. This helps teams identify which ticket categories require immediate attention and follow-up.
The Pending Tickets by Association Type metric tracks the number of unresolved tickets in Freshdesk based on the type of association they have (such as a customer, contact, organization, or group).
The Unassigned Tickets by Source metric shows the total number of tickets that are currently unassigned, categorized by the source from which they were received.
The Contacts by Company metric provides insight into the number of unique contacts associated with each company in a Freshdesk account. It helps identify which companies have the most contacts and enables better management of customer relationships.