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.
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.
First Response Time (Office Hours) is a metric that measures the time it takes for a support agent to respond to a customer during business hours. This metric helps teams ensure timely and efficient customer service.
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.
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.
The Messages Received metric tracks the total number of messages (email or chat) received by a team or individual in a given time period.