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 New Conversations by Tag Name metric shows the total number of new conversations initiated and assigned a particular tag in a given time frame. It helps track trends and prioritize areas of focus for customer support teams.
The Closed Conversations metric measures the number of support conversations that have been marked as resolved or closed within a specific timeframe.
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 First Response Time metric measures the time it takes for a customer support agent to respond to a customer's initial request or inquiry.
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.
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.
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 Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.