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.
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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 Resolution Time metric measures how long it takes to fully resolve a customer issue from the time it was reported to when it was successfully resolved.
Response Time (Office Hours) metric measures the average time it takes for a Help Scout user to respond to a customer during office hours.
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.
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.
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.