First Response Time (Office Hours) is a metric that measures the time it takes for a support agent to respond to a customer during business hours. This metric helps teams ensure timely and efficient customer service.
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 (Office Hours) using Databox, follow these steps:
The Closed Conversations metric measures the number of support conversations that have been marked as resolved or closed within a specific timeframe.
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.
Resolved Conversations per Day is a metric that measures the average number of customer conversations successfully completed by a support team per day.
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.
Response Time (Office Hours) metric measures the average time it takes for a Help Scout user to respond to a customer during office hours.
Total Conversations is a metric that tracks the total number of conversations (emails, chats, calls) between support agents and customers within a specific timeframe.
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 Customers metric in Helpscout simply refers to the total number of unique customers who have contacted your support team through any of your Helpscout channels.