The Replies per Day per User (%) metric measures the average number of replies a user sends per day as a percentage compared to the teams average. It helps understand each users contribution to the teams overall performance.
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Used to show a simple Metric or to draw attention to one key number.
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To track Replies per Day per User (%) using Databox, follow these steps:
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.
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 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.
The Happiness Score is a metric used by Helpscout that measures customer satisfaction based on the ratings given in customer feedback surveys.
The Happiness Score by Team Member metric measures the satisfaction level of customers after interacting with a specific customer support team member. It helps to identify the best-performing team members and areas for improvement in customer support.
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.
The Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.