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.
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 Unresolved Tickets by Association Type using Databox, follow these steps:
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 Tracked by Ticket is a metric used by Freshdesk to measure time spent by agents on activities that are not billable to clients/customers, such as internal consultations or training.
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 by Priority metric categorizes the resolved tickets based on their priority and shows their count, helping in monitoring and improving the resolution times of high-priority tickets.
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.
The Overdue Tickets by Source metric shows the number of tickets that have not been resolved by their due date, grouped by the channel they were received from.
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.
Contacts metric in Freshdesk tracks the number of unique individuals who have contacted your support team through various channels like email, phone, chat, or social media. It helps to measure the volume of customer interactions and improve support processes.