The Hours Tracked metric in Freshdesk measures the time spent by agents on each ticket, providing insights into productivity, customer satisfaction, and performance evaluation.
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 Hours Tracked 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.
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.
The Open Tickets by Tag metric provides an overview of all currently open tickets that are categorized with specific tags in Freshdesk.
The Resolved Tickets by Tag metric shows the number of tickets that have been resolved, categorized by their respective tags in Freshdesk.
The Resolved Tickets by Source metric shows the number of support tickets that have been resolved within a specific time frame, grouped by the source from which they originated (e.g. email, phone, chat, social media).
The Closed Tickets by Company metric shows how many tickets were resolved for each company in a specific time frame.
The Closed Tickets by Priority metric tracks the number of resolved tickets based on their level of priority, allowing teams to identify which issues were resolved with the highest level of urgency.
The Contacts by State metric provides a breakdown of the number of contacts in each state or region, allowing businesses to analyze customer distribution and tailor their support accordingly.