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.
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 (Office Hours) by Time Range using Databox, follow these steps:
Resolved Conversations per Day is a metric that measures the average number of customer conversations successfully completed by a support team per day.
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.
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 Response Time metric measures the time it takes for a customer support agent to respond to a customer's initial request or inquiry.
The Customers Helped by Team Member metric measures the total number of customers assisted by a single team member within a specified time period, indicating their individual productivity and efficiency in providing customer support.
Total Conversations is a metric that tracks the total number of conversations (emails, chats, calls) between support agents and customers within a specific timeframe.
Resolved on First Reply measures the percentage of customer requests that are fully resolved by the support team on the first reply to the customer.
The Messages Received metric tracks the total number of messages (email or chat) received by a team or individual in a given time period.