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’ 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.
The New Conversations by Tag Name metric shows the total number of new conversations initiated and assigned a particular tag in a given time frame. It helps track trends and prioritize areas of focus for customer support teams.
Resolved Conversations per Day is a metric that measures the average number of customer conversations successfully completed by a support team per day.
The Replies Sent per Day metric measures the average number of replies that are sent per day to customer inquiries or tickets in Helpscout. It provides insight into the efficiency and productivity of the 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 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 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.
Handle Time measures the time taken by an agent to resolve a customer query. It includes all the interactions and tasks performed during the ticket resolution process.
The Messages Received metric tracks the total number of messages (email or chat) received by a team or individual in a given time period.