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Help Scout Mailbox Handle Time

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.

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Handle Time 2.190,879

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About
Tech details

Handle Time measures the amount of time an agent spends handling a single interaction with a customer, from the moment the customer initiates contact until the issue is resolved or the interaction is closed. It includes all the time the agent takes to look up information, research, and communicate with the customer. The primary goal is to ensure a high-quality customer experience while maximizing efficiency and minimizing unnecessary delays.

Example: Example: Agent A has an average handle time of 4 minutes for a customer ticket while Agent B has an average handle time of 10 minutes for the same ticket type.

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How to track Handle Time 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 Handle Time using Databox, follow these steps:

1
Connect Help Scout Mailbox that contains the metric you want to track
2
Select the metric you want to track from the list of available metrics
3
Drag and drop the selected metric onto your dashboard
4
Watch your dashboard populate in seconds
5
Put Handle Time on the Performance screen
6
Get Handle Time performance daily with Scorecards or as a weekly digest
7
Set Goals to track and improve performance of Handle Time

Goals

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