topic Re: Metric from Time Lead Comes in To First Contact(Not Lead Response Time) in Dashboards & Reporting

Metric from Time Lead Comes in To First Contact(Not Lead Response Time)

JSetzer — Wed, 08 Jun 2022 13:53:41 GMT

I am trying to have reporting from when a lead comes in to when it is initially contacted.

Unfortunately lead response time only reports it from when a lead is assigned to a specific person to when they contact them and that does not work for us.

Re: Metric from Time Lead Comes in To First Contact(Not Lead Response Time)

TitiCuisset — Thu, 09 Jun 2022 08:33:22 GMT

Hi @JSetzer

Thank you for reaching out.

I want to tag some of our experts here - @danmoyle @Jnix284 can you think of any workaround here?

Thank you!

Best

Tiphaine

Re: Metric from Time Lead Comes in To First Contact(Not Lead Response Time)

Jnix284 — Thu, 09 Jun 2022 10:57:31 GMT

Hi @JSetzer

Are all the leads typically new to the CRM (not reconversions)?

If so, you could use the Contact Property "Create Date" or "First Conversion Date" and then use Ticket Property "First Agent Response Date" to build a custom report.

If you have reconversions, that could get trickier, because if you use "Recent Conversion Date" the data could change as they submit additional forms.

Hopefully, this helps get you started, maybe once you do some testing we can narrow things down more and find a solution that works!

Re: Metric from Time Lead Comes in To First Contact(Not Lead Response Time)

danmoyle — Thu, 09 Jun 2022 12:41:20 GMT

@JSetzer in addition to the great suggestions from @Jnix284, you could use reporting on sales activities when you're tracking emails and calls, and the sales team is using these tools in the CRM. I'd also think about creating date fields they can fill out like a custom property of "Initial Contact Date" where they just choose "today." From there you can create calculated fields like teim from create date to initial contact to lifecycle stage is customer. This would give you a good overview on how long the customer journey takes.

Hope that helps as well!

Re: Metric from Time Lead Comes in To First Contact(Not Lead Response Time)

Jnix284 — Thu, 09 Jun 2022 13:06:11 GMT

@danmoyle thanks for improving (and catching my mistake) - I failed to turn off my service hub brain and jumped from leads to tickets 🙄

It was quite possibly too early in the morning when I wrote this!

Re: Metric from Time Lead Comes in To First Contact(Not Lead Response Time)

danmoyle — Thu, 09 Jun 2022 13:07:39 GMT

LOL @Jnix284 it's just proof that there are many paths to Kansas City. 😃