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.
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 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 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.
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 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 Customers metric in Helpscout simply refers to the total number of unique customers who have contacted your support team through any of your Helpscout channels.
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.