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Help Scout Mailbox First Response Time by Time Range

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.

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First Response Time by Time Range 2.190,879 Start tracking this metric
  • About
  • Technical Details
What is "First Response Time by Time Range"?
The First Response Time by Time Range metric measures the average time it takes for a customer support representative to respond to a customer's first message or query during a specific time range, such as a day, week, or month. This metric helps businesses track their response times and identify areas for improvement in their customer service operations. A shorter response time can lead to higher customer satisfaction and retention rates.
Example: A customer sends an email with a support request and expects a quick response. The First Response Time metric is used to measure the time it takes for your team to send an initial reply to the customer's email within a specific time range, such as 1 hour or 24 hours.

Visualizations

  • Databox visualization

    Bar and Line Chart

    Used to show comparisons between values.

How to track First Response Time by Time Range in Databox?

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 First Response Time by Time Range using Databox, follow these steps:

  1. 1
    Connect Help Scout Mailbox that contains the metric you want to track
  2. 2
    Select the metric you want to track from the list of available metrics
  3. 3
    Drag and drop the selected metric onto your dashboard
  4. 4
    Watch your dashboard populate in seconds
  5. 5
    Put First Response Time by Time Range on the Performance screen
  6. 6
    Get First Response Time by Time Range performance daily with Scorecards or as a weekly digest
  7. 7
    Set Goals to track and improve performance of First Response Time by Time Range
Goals

Set Goals to track and improve your performance
Scorecards

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Metric Digest

Receive detailed weekly performance updates
Metric Builder

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Data Calculations

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Performance Screen

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Help Scout Mailbox integration with Databox Track First Response Time by Time Range from Help Scout Mailbox in Databox GET STARTED

Help Scout Mailbox First Response Time by Time Range included in Dashboard Templates 1

  • Live view

    HelpScout for Customer Support

    The HelpScout for Customer Support dashboard allows you to track responsiveness and handling time across your support team.

    Help Scout Mailbox

General

  • Description
    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.
  • Category
    Help Desk
  • Subcategory
    Ticket time
  • Date Added
    2015-04-28

Specification

  • Metric Type
    general
  • Dimensional
    Yes
  • Decimal Digits
    Yes
  • Currency Units
    No
  • Granularities
    Daily, weekly, monthly, quarterly and yearly.
  • Custom Relative Periods
    Yes
  • Data Availability
    At sync, it ranges from 3 years ago to now.
  • Retroactive Data Updates
    Newly synced data is merged with existing data, replacing values for matching periods.
  • Future Data Available
    No

Visualization

  • Default Format
    Duration
  • Cumulative Graph
    No
  • Favorable Trend
    decreasing
  • Media Creatives
    No
  • Forecasts
    Yes
  • Benchmarks
    No

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