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.
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 Handle Time using Databox, follow these steps:
The HelpScout for Customer Support dashboard allows you to track responsiveness and handling time across your support team.
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.
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.
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.
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.
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.
The Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.