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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.

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First Response Time 2.190,879 Start tracking this metric
  • About
  • Tech 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:

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

Basics

  • 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
  • Default Format
    Duration
  • Cumulative Support
    No
  • Units
    No
  • Granularities
    daily, weekly, monthly, quarterly, yearly
  • Favorable Trend
    decreasing
  • Historical Data
    Yes
  • Changing historical data
    No
  • Forecast Support
    Yes
  • Benchmark Support
    Yes
  • Media Support
    No
  • Dimension
    N/A
  • Metric Type
    general Learn more
  • API Endpoint
    https://api.helpscout.net/v2/reports/productivity

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