Gleap's overview section consolidates what we consider to be the most critical statistics. With the option to select specific dates, precise evaluations can be made, revealing precisely how long it takes to handle and close tickets.
Median first response time
The "Median First Response Time" is a vital metric in customer support that represents the time it takes, on average, for your support team to respond to a customer's initial inquiry. This metric is crucial as it directly impacts customer satisfaction. A lower median first response time indicates a quicker and more efficient support team, leading to happier customers.
Median time to close
The "Median time to close" measures the average duration it takes to resolve and close customer support tickets. This metric is a key indicator of your team's efficiency in resolving issues. A shorter median time to close suggests that your support agents are adept at addressing customer concerns promptly, resulting in higher customer satisfaction and potentially reduced workload.
New conversations
The "New conversations" metric tracks the total number of new customer inquiries or support requests that your team receives within a specific time frame. Monitoring this metric is essential to understand your customer support workload. A higher number of new conversations might indicate increasing customer engagement, product usage, or marketing efforts.
Conversations replied to
The "Conversations replied to" metric indicates the total number of customer inquiries or support requests to which your team has responded. It's a fundamental measure of your team's engagement with customers. A high percentage of conversations replied to demonstrates your commitment to addressing customer needs promptly and comprehensively.
These metrics collectively provide valuable insights into your customer support operations, helping you make informed decisions, allocate resources effectively, and continuously improve your support quality to enhance overall customer satisfaction.