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 Created Tickets by Type metric shows the number of new tickets generated in each category or type in a given period, providing insights into the nature of customer issues and allowing for targeted support.
The Hours Tracked by Ticket metric in Freshdesk tracks the amount of time spent by agents on a particular ticket, providing insight into agent productivity and ticket resolution times.
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 Pending Tickets metric represents the number of support tickets that are awaiting action or response from agents or customers. It is a key indicator of workload and efficiency in customer support operations.
The Resolved Tickets by Tag metric shows the number of tickets that have been resolved, categorized by their respective tags in Freshdesk.
The On Hold Tickets by Source metric tracks the number of tickets currently on hold, categorized by the channel from which they originated.
The Overdue Tickets by Company metric provides a count of tickets that are past their due date and grouped by company. It helps identify companies that may need additional attention and support to ensure timely resolution of their issues.
The Unassigned Tickets by Company metric in Freshdesk shows the number of unresolved tickets that are yet to be assigned to any agent or team, grouped by the companies they are associated with.