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.
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 per Day is a metric that measures the average number of customer conversations successfully completed by a support team per day.
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.
The First Response Time metric measures the time it takes for a customer support agent to respond to a customer's initial request or inquiry.
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 Happiness Score is a metric used by Helpscout that measures customer satisfaction based on the ratings given in customer feedback surveys.
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.