The Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.
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 Resolved on First Reply (%) using Databox, follow these steps:
The HelpScout for Customer Support dashboard allows you to track responsiveness and handling time across your support team.
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 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.
Response Time (Office Hours) metric measures the average time it takes for a Help Scout user to respond to a customer during office hours.
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 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.
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.
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.