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 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.
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.
Pending Tickets by Type metric displays the number of open tickets organized by their types that are still awaiting resolution or response from agents.
Resolved Tickets is a measure of the total number of support tickets that have been successfully resolved and closed within a defined period of time.
The On Hold Tickets by Source metric tracks the number of tickets currently on hold, categorized by the channel from which they originated.
Unassigned Tickets by Priority metric shows the number of tickets that are yet to be assigned to an agent, grouped by their priority levels. This provides a quick overview of pending high-priority tickets that require immediate attention.
The Unassigned Tickets by Association Type metric helps to track unassigned tickets based on the type of association with a product, category, or other factors in Freshdesk.