Total Conversations is a metric that tracks the total number of conversations (emails, chats, calls) between support agents and customers within a specific timeframe.
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 Total Conversations using Databox, follow these steps:
The Closed Conversations metric measures the number of support conversations that have been marked as resolved or closed within a specific timeframe.
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.
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 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.
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 Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.