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.
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.
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 (Office Hours) metric measures the average time it takes for a Help Scout user to respond to a customer during office hours.
The Customers Helped metric tracks the number of unique customers who have received support from the helpdesk within a specified time frame. It provides insight into the overall level of customer engagement and support effectiveness.
The Customers Helped by Team Member metric measures the total number of customers assisted by a single team member within a specified time period, indicating their individual productivity and efficiency in providing customer support.
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.
The Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.