The First Response Time metric measures the time it takes for a customer support agent to respond to a customer's initial request or inquiry.
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 First Response Time using Databox, follow these steps:
New Conversations metric shows the number of new email or chat conversations started with your customers during a given time period in Helpscout.
Response Time is the average time it takes for a customer support agent to respond to a customer's initial message. It's a key metric in measuring customer satisfaction and efficiency of customer support teams.
Response Time (Office Hours) metric measures the average time it takes for a Help Scout user to respond to a customer during office hours.
The Customers metric in Helpscout simply refers to the total number of unique customers who have contacted your support team through any of your Helpscout channels.
Resolved on First Reply measures the percentage of customer requests that are fully resolved by the support team on the first reply to the customer.
Handle Time measures the time taken by an agent to resolve a customer query. It includes all the interactions and tasks performed during the ticket resolution process.
The Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.
The Messages Received metric tracks the total number of messages (email or chat) received by a team or individual in a given time period.