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 Closed Conversations metric measures the number of support conversations that have been marked as resolved or closed within a specific timeframe.
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 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.
Total Conversations is a metric that tracks the total number of conversations (emails, chats, calls) between support agents and customers within a specific timeframe.
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.
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.
The Messages Received metric tracks the total number of messages (email or chat) received by a team or individual in a given time period.