First Response Time by Time Range measures the average time taken by an agent to respond to the first message of a customer based on different time periods such as hours, days, or weeks.
With Databox you can track all your metrics from various data sources in one place.
Used to show comparisons between values.
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 by Time Range using Databox, follow these steps:
The HelpScout for Customer Support dashboard allows you to track responsiveness and handling time across your support team.
Resolved Conversations is a metric that measures the total number of customer support conversations that were resolved by your team within a given time period.
The Replies Sent metric measures the number of responses or messages sent by a Helpscout user in a given time frame, indicating the overall efficiency and engagement of customer support.
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.
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.
The First Office Response Time by Time Range metric measures the time taken by the Helpscout team to respond to a customer's initial inquiry during specific time intervals, indicating how quickly they respond to customer queries.
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 Conversations by Tag Name metric allows you to track and analyze customer conversations that have been assigned a specific tag, helping you understand and optimize the types of issues your customers are raising through those tags.
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.