topic Re: Report for CSMs and their last touchpoint with a customer in Dashboards & Reporting

Report for CSMs and their last touchpoint with a customer

mreybarr — Sun, 21 Dec 2025 22:33:42 GMT

Hello everyone,

I’m trying to build a report to track customer engagement, specifically focusing on the "Last Touchpoint" at the company level. My goal is to visualize which companies are being engaged and which might be slipping through the cracks.

What I want to achieve: I would like to categorize companies into specific time intervals based on their last touchpoint, for example:

0 to 5 days ago
6 to 15 days ago
15+ days ago

Data Points and Segmentation: I am working with the following properties on the company level:

Last Touchpoint Date
Responsible CSM
Priority (Key Account vs. Non-Key Account)

My Challenges:

Grouping/Bucketing: I’m struggling with how to translate a "Date" property into these specific "Interval" buckets within the reporting tool.
Visualization: What is the best way to display this?
Dashboard Structure: Does it make more sense to build one "Master Report" for the whole team using filters, or should I create individual reports for each CSM and pin them to a shared dashboard?

Is it possible to create these custom time-buckets directly in the report builder, or do I need to create a calculated property to display this?

I would love to hear how you have solved this or if you have any best practices for "Last Engagement" dashboards.

Thanks in advance!

Re: Report for CSMs and their last touchpoint with a customer

karstenkoehler — Mon, 22 Dec 2025 06:56:59 GMT

Hi @mreybarr,

Out of the box, HubSpot isn't great at bucketing and historically, one had to build a workflow that enrolls records whenever the date changes, then use branches to send them down a path in which the 'Edit record' action would assign the bucket. In the report, you could then visualize the cound of records based on this new property.

This has now become both easier and more complicated. You can use formula fields in reports: https://knowledge.hubspot.com/reports/create-formula-fields-in-the-custom-report-builder

Easier, because no additional properties are needed. More complicated because you'll need to write a short formula, like Excel.

I think this may still be easiest with the assistance of a calculation (time since property): https://knowledge.hubspot.com/properties/create-calculation-properties - this would show the time since the last touchpoint.

You could then write a formula field in your report that checks if the last touchpoint date was less than 5 days ago, if so, return the value '0 to 5 days ago', if no check if last touchpoint date was less than 15 days ago, if so, return the value '6 to 15 days ago', if no check etc.

Once you have this formula field which returns three values, I think a vertical bar chart is the best option.

Whether you create one or multiple reports depends on the team size, for up to 10 people, the visualization might still work if you apply a breakdown on the vertical bar that shows the buckets by CSM - either stacked or not stacked.

For more than that, you probably want to create multiple reports.

Give it a try and let me know if you're getting stuck and if so, where.

Best regards!

Re: Report for CSMs and their last touchpoint with a customer

mreybarr — Mon, 12 Jan 2026 15:24:23 GMT

Thanks a lot for your elaborate answer! Took some time to work on this due to sickness + holidays.
I created the calculation property and enrolled in the beta in order to work with the formula field. My problem now is that my newly created calculation property does not appear in the drop down. Any idea why that is?

Re: Report for CSMs and their last touchpoint with a customer

karstenkoehler — Mon, 12 Jan 2026 15:26:09 GMT

@mreybarr when did you create the property? Calculation and roll-up properties can take a moment (15-30 minutes) before they show up in all of HubSpot.

Re: Report for CSMs and their last touchpoint with a customer

mreybarr — Mon, 12 Jan 2026 16:33:48 GMT

I now waited an hour and it is still not showing in the drop down. I hope I understood everything you wrote correctly. But it is the correct approach to search for the new property in the dropdown of the formula field that I want to create, right?

Re: Report for CSMs and their last touchpoint with a customer

mreybarr — Mon, 12 Jan 2026 17:17:23 GMT

I created a test property with another field type just to see if it appears immediately. It did not appear in the drop down as soon as I created it but after 10 minutes it was there. So I assume it is due to field type that it takes more time?

Re: Report for CSMs and their last touchpoint with a customer

STierney — Mon, 12 Jan 2026 18:50:40 GMT

Hey @mreybarr - thanks for providing this context!

Just to clarify - are you still not seeing the newly created calculation property in the dropdown? Or is everything now appearing as you expect it to after waiting some time? To confirm your theory, it does sometimes take a bit more time for newly created properties to appear.

Shane, Senior Community Moderator

Re: Report for CSMs and their last touchpoint with a customer

karstenkoehler — Mon, 12 Jan 2026 18:53:16 GMT

@mreybarr could you please share a screenshot of your "time since" property? Could you also confirm that you created this property on the same object you're building the report on?

Re: Report for CSMs and their last touchpoint with a customer

mreybarr — Mon, 12 Jan 2026 21:41:36 GMT

I hope I did everything right. Thanks again for all your help!

Re: Report for CSMs and their last touchpoint with a customer

mreybarr — Mon, 12 Jan 2026 21:47:45 GMT

It is not showing yet, but will wait until tomorrow. There's also still the possibility that I am doing something wrong. I hope it is the latter 😄

Re: Report for CSMs and their last touchpoint with a customer

karstenkoehler — Tue, 13 Jan 2026 05:06:10 GMT

@mreybarr you're not doing anything wrong, apparently, it looks like "Time since" properties are, for whatever reason, not available in formula fields.

As another approach, you could put the calculation directly in the formula:

IF(DATEDIFF("DAY",[COMPANY.notes_last_contacted],TODAY())>15,"15+ days ago",
IF(DATEDIFF("DAY",[COMPANY.notes_last_contacted],TODAY())>=6,"6 to 15 days ago",
"0 to 6 days ago"))

Here, too, the last activity date doesn't seem to be directly available but you could use last contacted, last engaged etc - or simply create a custom date property that you copy the last activity date into, if it must be that field, via workflow.

Best regards!

Re: Report for CSMs and their last touchpoint with a customer

mreybarr — Tue, 13 Jan 2026 07:57:00 GMT

So it looks like these kind of properties are not available for formula fields. Would be great if they were at some point. Can I make a feature request for that somewhere?

Re: Report for CSMs and their last touchpoint with a customer

mreybarr — Tue, 13 Jan 2026 08:02:34 GMT

Thanks, I will try to do it like that and keep you posted if it worked.

In regards to using the right property: Do you think the last contacted property makes the most sense? Or are there any better properties for knowing when the last touchpoint with the customer happened?