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 customizable Freshdesk Tickets Overview Dashboard Template to track your tickets and hours to ensure you deliver the best customer experience.
The Unresolved Tickets by Priority metric shows the number of tickets that are currently open and have not been resolved, categorized by their priority level. It provides a quick overview of the support team's workload and helps identify areas that may require attention.
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 Closed Tickets by Company metric shows how many tickets were resolved for each company in a specific time frame.
This metric shows the number of resolved support tickets based on the channel through which they were received, such as email, phone, chat, or web portal.
On Hold Tickets metric represents the number of tickets that have been put on hold by agents or customers and are awaiting further action or information.
The Overdue Tickets by Association Type metric displays the number of tickets that are past their due date, organized by the type of association with your organization (e.g. company, contact, agent).
Unassigned Tickets by Type metric displays the total number of tickets that have not yet been assigned to any agent, categorized by their respective ticket types.
The Companies by Industry metric in Freshdesk provides a breakdown of the number of companies associated with each industry segment, helping businesses identify trends and opportunities for improved customer support.