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.
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 Resolution 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 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.
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.
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.
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.
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.
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.