The Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.
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 Resolved on First Reply (%) using Databox, follow these steps:
The HelpScout for Customer Support dashboard allows you to track responsiveness and handling time across your support team.
The New Conversations by Tag Name metric shows the total number of new conversations initiated and assigned a particular tag in a given time frame. It helps track trends and prioritize areas of focus for customer support teams.
The Closed Conversations metric measures the number of support conversations that have been marked as resolved or closed within a specific timeframe.
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 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 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.
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.