- Key
- helpscout
- Author
- eazyBI
- Version
- 1.6.1
- License
- MIT
- Repository
-
GitHub:
https://github.com/eazybi/eazybi_custom_sources/tree/master/helpscout
- Description
- Imports Help Scout conversations, messages, customers and satisfaction ratings
Help Scout support analytics
Analyze the conversations of your Help Scout inboxes in eazyBI and see how your support team is doing:
- Track the created and closed conversations over time, by inbox, channel, tag and customer.
- Measure the first reply, response and resolution times, and see how they change month by month.
- Compare the workload of the agents — their replies, notes and the customers they helped.
- Follow customer happiness from the satisfaction ratings of the agent replies.
- Find when your customers write in, and how many messages it takes to close a conversation.
Sample reports
Conversations by inbox
The created and closed conversations and the average first reply and closing hours of every inbox give the headline
numbers of the last 12 months.
Conversations over time
The created and closed conversations of every month show whether the team keeps up with the incoming volume.
Response and resolution times
The average first reply, response and closing times of every month show how fast the customers get their answers.
First reply time distribution
The first reply time distribution shows how many conversations were answered within 6, 12 and 24 hours.
Replies by agent
The replies, notes, helped customers, response time and happiness score of every agent compare the work of the team.
Happiness over time
The satisfaction ratings and the happiness score of every month show how the customers feel about the answers.
