List Of Customer Care Metrics
Customer Care Metrics are key performance indicators that measure the effectiveness of customer support teams. These metrics highlight areas for improvement to improve the overall customer experience through responsive support.
Note: Replies metric is available only for Twitter and Thread accounts. Replies metric is calculated in UTC (Universal Time Coordinated), all other metrics are calculated in the user-defined timezone.
Metric Name | Description |
|---|---|
Replies | The number of replies received on your posts across your social profiles. |
Conversation Close Count | The total number of conversations closed by team, categorized by the conversation's closure date. |
Conversation Close Time (Business Hours) | The time taken by the team to close conversations, categorized by the conversation's closure date (in business hours). |
Conversation Close Time (Calendar Hours) | The time taken by the team to close conversations, categorized by the conversation's closure date (in calendar hours). |
Conversation Reply Count | The total count of conversations a certain team member responded to, grouped by the date of the response. |
Conversation Reply Time (Business Hours) | The response duration for a conversation at any stage by the team including the initial response, categorized by the conversation's start date (in business hours). |
Conversation Reply Time (Calendar Hours) | The response duration for a conversation at any stage by the team including the initial response, categorized by the conversation's start date (in calendar hours). |
Conversation Count | The total count of conversations started by new inbound messages, post comments, or business ratings, categorized by the date the conversation started. |
Contact Count | The total number of contacts created in your Statusbrew account. |
Message Count | The total number of messages received on your connected profiles (sent + received). |
Avg Star Rating | The average star rating received on your connected profiles. |