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.
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 On Hold Tickets 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.
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.
Unresolved Tickets metric represents the number of support queries that are yet to be resolved by the customer support team in Freshdesk.
The Unresolved Tickets by Association Type metric indicates the number of tickets that are yet to be resolved based on their association with a certain customer or product.
Closed Tickets by Tag is a report that shows the number of tickets that have been closed within a specific time period based on the tags assigned to them. It helps measure the efficiency of the support team in resolving issues related to different categories of the tickets.
This metric shows the number of closed tickets grouped by their association type (e.g. requester, company, contact, etc.) in order to analyze support trends and performance.
The On Hold Tickets by Source metric tracks the number of tickets currently on hold, categorized by the channel from which they originated.
The Unassigned Tickets metric shows the number of tickets that have not yet been assigned to an agent or group.