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Help Scout Mailbox First Response Time

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.

First Response Time 2.190,879 Start tracking this metric
  • About
  • Technical Details
What is "First Response Time"?
First Response Time is a customer support metric that measures the time it takes for a support agent to respond to a customer's initial request. It is an important metric as customers expect quick responses to their inquiries, and a long First Response Time can lead to customer dissatisfaction and even churn. A low First Response Time generally corresponds to better customer satisfaction and can be achieved through efficient processes, clear communication, and a well-staffed support team.
Example: A customer sends an email to support, expecting a resolution as soon as possible. The First Response Time metric measures how long it takes for a support representative to send an initial response to the customer's email.
This metric has one or more equivalents:
Help Scout Mailbox integration with Databox First Response Time (Office Hours)

Visualizations

  • Databox visualization

    Number

    Used to show a simple Metric or to draw attention to one key number.

How to track First Response Time in Databox?

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:

  1. 1
    Connect Help Scout Mailbox that contains the metric you want to track
  2. 2
    Select the metric you want to track from the list of available metrics
  3. 3
    Drag and drop the selected metric onto your dashboard
  4. 4
    Watch your dashboard populate in seconds
  5. 5
    Put First Response Time on the Performance screen
  6. 6
    Get First Response Time performance daily with Scorecards or as a weekly digest
  7. 7
    Set Goals to track and improve performance of First Response Time
Goals

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Scorecards

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Metric Digest

Receive detailed weekly performance updates
Metric Builder

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Data Calculations

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Performance Screen

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Help Scout Mailbox integration with Databox Track First Response Time from Help Scout Mailbox in Databox GET STARTED

General

  • Description
    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.
  • Category
    Help Desk
  • Subcategory
    Ticket time
  • Date Added
    2015-04-28

Specification

  • Metric Type
    general
  • Dimensional
    No
  • Decimal Digits
    Yes
  • Currency Units
    No
  • Granularities
    Daily, weekly, monthly, quarterly and yearly.
  • Custom Relative Periods
    Yes
  • Data Availability
    At sync, it ranges from 3 years ago to now.
  • Retroactive Data Updates
    Newly synced data is merged with existing data, replacing values for matching periods.
  • Future Data Available
    No

Visualization

  • Default Format
    Duration
  • Cumulative Graph
    No
  • Favorable Trend
    decreasing
  • Media Creatives
    No
  • Forecasts
    Yes
  • Benchmarks
    Yes

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