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.
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 Unassigned Tickets by Type using Databox, follow these steps:
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.
Billable Hours is a measure of the amount of time spent by an agent working on customer issues that can be charged to the customer. It helps assess the productivity and profitability of the support team while ensuring accurate billing and revenue recognition.
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 Open Tickets metric refers to the number of customer support tickets that have not yet been resolved or closed by the support team.
Open Tickets by Priority metric shows the number of tickets that are currently open and categorized by priority level in Freshdesk.
Unresolved Tickets metric represents the number of support queries that are yet to be resolved by the customer support team in Freshdesk.
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 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).