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.
New Conversations metric shows the number of new email or chat conversations started with your customers during a given time period in Helpscout.
Resolved Conversations is a metric that measures the total number of customer support conversations that were resolved by your team within a given time period.
Resolved Conversations per Day is a metric that measures the average number of customer conversations successfully completed by a support team per day.
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.
Response Time is the average time it takes for a customer support agent to respond to a customer's initial message. It's a key metric in measuring customer satisfaction and efficiency of customer support teams.
The Happiness Score by Happiness Ratings metric measures customer satisfaction by assigning a numerical value to feedback ratings. It helps teams track customer sentiment and identify areas for improvement.
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 Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.