On Hold Tickets by Priority is a support metric that measures the number of tickets on hold for each priority level, indicating the urgency and workload of the support team.
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 On Hold Tickets by Priority using Databox, follow these steps:
The Created Tickets by Association Type metric displays the number of tickets created based on the association type (e.g., customer, contact, company) within a specific time frame.
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.
Pending Tickets by Tag is a metric that displays the number of tickets with a specific tag that are currently pending and awaiting action or resolution in Freshdesk.
The Resolved Tickets by Type metric measures the number of resolved tickets grouped by their respective types in Freshdesk. This provides insights into the types of issues that your support team is resolving effectively.
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.
The Unassigned Tickets by Tag metric displays the number of unassigned tickets that have specific tags associated with them. This provides a quick overview of which tags have the most unassigned tickets, allowing prioritization of ticket allocation to agents.
The Companies by Health Score metric in Freshdesk measures the overall health of a company's support interactions, ranging from excellent to poor, based on factors such as response times, resolution rates, and customer satisfaction.