The Resolution Time metric measures how long it takes to fully resolve a customer issue from the time it was reported to when it was successfully resolved.
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 Resolution Time using Databox, follow these steps:
The HelpScout for Customer Support dashboard allows you to track responsiveness and handling time across your support team.
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.
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 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.
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 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.