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.
With Databox you can track all your metrics from various data sources in one place.
Used to show comparisons between values.
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 by Tag Name using Databox, follow these steps:
This is expected behavior for the ‘Conversations by Tag Name’ metric in Databox because conversations in HelpScout would be part of the individual day-by-day counts, but when looking over a longer Date Range, those conversations would only be counted once. When looking at individual days and summing them together, the conversations that had activity on multiple days will end up being double counted. To see a count of unique conversations, Databox suggests looking at the longer, overall Date Range.
If the intention is to show how many tags were used in the selected Date Range, the ‘New Conversations by Tag Name’ metric should be used in Databox. This metric will return all tags used in conversations created within the selected Date Range.
Helpscout API documentation states that the response for dimensional conversations metric contains only ‘statistics about the most popular tags’, where ‘top’ means ‘top tags used in the current time range, sorted from most to least used’. If the tag was just created and added to specific conversations in HelpScout, it may take some time to update on the API side and then appear in the API response within the selected Date Range interval. If the tag was not used at all, it will not be returned in the API response, since it will not be recognized as a ‘top’ tag. Related info on this can be found in the documentation here.
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 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.
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 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.
The Happiness Score by Team Member metric measures the satisfaction level of customers after interacting with a specific customer support team member. It helps to identify the best-performing team members and areas for improvement in customer support.
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.
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 Replies per Day per User (%) metric measures the average number of replies a user sends per day as a percentage compared to the teams average. It helps understand each users contribution to the teams overall performance.