Response Time (Office Hours) metric measures the average time it takes for a Help Scout user to respond to a customer during office hours.
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 Response Time (Office Hours) using Databox, follow these steps:
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 is a metric that measures the total number of customer support conversations that were resolved by your team within a given time period.
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 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 Happiness Score is a metric used by Helpscout that measures customer satisfaction based on the ratings given in customer feedback surveys.
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 Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.