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.
Replies by Team Member metric measures the number of replies given by each individual team member in Helpscout, providing insights into individual performance and workload distribution.
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 Helped metric tracks the number of unique customers who have received support from the helpdesk within a specified time frame. It provides insight into the overall level of customer engagement and support effectiveness.
The Happiness Score by Team Member metric measures the satisfaction level of customers after interacting with a specific customer support team member. It helps to identify the best-performing team members and areas for improvement in customer support.
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.
The Replies per Day per User (%) metric measures the average number of replies a user sends per day as a percentage compared to the teams average. It helps understand each users contribution to the teams overall performance.
The Messages Received metric tracks the total number of messages (email or chat) received by a team or individual in a given time period.