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.
The Closed Conversations metric measures the number of support conversations that have been marked as resolved or closed within a specific timeframe.
Resolved Conversations per Day is a metric that measures the average number of customer conversations successfully completed by a support team per day.
The Replies Sent per Day metric measures the average number of replies that are sent per day to customer inquiries or tickets in Helpscout. It provides insight into the efficiency and productivity of the support team.
Response Time (Office Hours) metric measures the average time it takes for a Help Scout user to respond to a customer during office hours.
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 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.