The Billable Hours by Ticket metric measures the amount of time spent on a ticket that can be charged to the customer or client, providing insights into the profitability of customer support operations.
With Databox you can track all your metrics from various data sources in one place.
Used to show comparisons between values.
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 by Ticket using Databox, follow these steps:
The Billable Hours by Company metric is a measurement of the total hours worked on billable tasks per company. It indicates the revenue generated by each company and helps in evaluating profitability and resource allocation.
Non-billable hours metric is a measure of the time spent by employees on non-billable activities such as training, meetings, admin work, etc. It helps organizations track productivity and efficiency.
The Open Tickets by Tag metric provides an overview of all currently open tickets that are categorized with specific tags in Freshdesk.
Pending Tickets by Type metric displays the number of open tickets organized by their types that are still awaiting resolution or response from agents.
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 Resolved Tickets by Type metric measures the number of resolved tickets grouped by their respective types in Freshdesk. This provides insights into the types of issues that your support team is resolving effectively.
On Hold Tickets by Priority is a support metric that measures the number of tickets on hold for each priority level, indicating the urgency and workload of the support team.
The Overdue Tickets by Source metric shows the number of tickets that have not been resolved by their due date, grouped by the channel they were received from.