DataboxDatabox Databox

Help Scout Mailbox First Response Time (Office Hours)

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.

First Response Time (Office Hours) 2.190,879 Start tracking this metric
  • About
  • Tech details
What is "First Response Time (Office Hours)"?
The First Response Time (Office Hours) metric measures the time it takes for a customer service representative to reply to a customer during their business hours. This metric helps to gauge the efficiency of the support team and maintain high customer satisfaction levels by ensuring prompt response times. The lower the first response time, the higher the likelihood of resolving a customer's inquiry, leading to a positive experience and brand loyalty.
Example: If a customer sends a support ticket during office hours and receives a response within the agreed-upon time frame, it is a positive indication of the company's commitment to customer service.

Visualizations

  • Databox visualization

    Number

    Used to show a simple Metric or to draw attention to one key number.

How to track First Response Time (Office Hours) 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 (Office Hours) 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 (Office Hours) on the Performance screen
  6. 6
    Get First Response Time (Office Hours) performance daily with Scorecards or as a weekly digest
  7. 7
    Set Goals to track and improve performance of First Response Time (Office Hours)
Help Scout Mailbox integration with Databox Track First Response Time (Office Hours) from Help Scout Mailbox in Databox GET STARTED

Basics

  • Description
    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.
  • 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

Track all of your key business metrics from one screen

GET STARTED
Databox app preview