topic Re: Report that shows agent times that takes into consideration SLA working hours in Tickets & Conversations

Report that shows agent times that takes into consideration SLA working hours

MihaiLove — Sun, 18 Jun 2023 11:00:55 GMT

I want to generate a report that shows me agent times for

- first response

- time to close

That takes into consideration the working hours that I configured in the SLA of the support inbox.

I got some answers from ChatGPT and also from chatspot.ai but both answers contain steps that I cannot reproduce in Hubspot

It seems like it's a basic report that should be available in templates, not to mention that the SLA working hours should be by default taken into consideration when seeing a first response time report for example.

Let's say you receive a ticket 10 minutes before the close of business time. And you answer it 10 minutes after the new work day starts the next morning. The first response time should be 20 minutes, not 15 hours .... it should count the time in the working hours window, correct? Well...it's not the case.

Did anybody successfully build such a report?

Re: Report that shows agent times that takes into consideration SLA working hours

MiaSrebrnjak — Mon, 19 Jun 2023 18:53:46 GMT

Hi @MihaiLove,

Thank you for doing the research before posting in the Community! 👍

I wanted to tag in a couple of subject matter experts to see if they have any advice:

Hi @franksteiner79 & @danmoyle, do you have any tips for @MihaiLove? Thank you!

Cheers
Mia, Community Team

Re: Report that shows agent times that takes into consideration SLA working hours

MihaiLove — Tue, 20 Jun 2023 09:09:21 GMT

thanks so much!

Re: Report that shows agent times that takes into consideration SLA working hours

danmoyle — Tue, 27 Jun 2023 17:43:54 GMT

Thanks for the tag @MiaSrebrnjak. Unfortunately, I don't have much experience in the SLA functionality of the inbox @MihaiLove. I'll do some research as well and ask my colleagues at Impulse Creative if anyone else has a client with this need.

I see what you're saying about taking working hours into account and being a 20 minute response time rather than 15 hours. That makes logical sense for sure.

If I find out anything helpful, I'll share it here!

Re: Report that shows agent times that takes into consideration SLA working hours

mangelet — Thu, 02 Nov 2023 11:36:29 GMT

@MihaiLove I see you're looking for an easier way to handle your SLAs and reports. Don't worry, I've got some ideas for you.

First off, you can find some standard SLA-based reports right where you set up your SLAs. Look for a button labeled "Set up SLA reporting" at the bottom of that page. They're pretty good, but might not be as specific as you want. It's still a great starting point.

Once you've set up your SLAs and working hours, HubSpot calculates special ticket properties like "Time To Close SLA Close Date" and "Time To Close SLA Ticket Status". The good news is that they do take working hours into account. The bad news is that the "Time To Close" property doesn't consider working hours (or weekends).

However, the available reports should give you a decent overview of your closed tickets and whether you're meeting your SLA targets.

Now, if you really need to measure the exact response time considering working hours and weekends, my recommendation is to use a custom-coded action (available with the Operations Hub package). This way, you can add the logic to update a property with the correct time for all tickets.

In summary, while there's no perfect solution out-of-the-box, using standard reports and potentially adding a sound custom-coded action should help you better manage your SLAs and reporting needs.

Let me know how this works for you.

Re: Report that shows agent times that takes into consideration SLA working hours

MiaSrebrnjak — Thu, 02 Nov 2023 14:41:44 GMT

Thank you for sharing your advice @mangelet, it's much appreciated!

Re: Report that shows agent times that takes into consideration SLA working hours

mangelet — Thu, 02 Nov 2023 19:56:11 GMT

You are welcome 🙂

Re: Report that shows agent times that takes into consideration SLA working hours

JoshVe — Fri, 16 Feb 2024 12:38:32 GMT

Hey @mangelet you recommended -

my recommendation is to use a custom-coded action (available with the Operations Hub package). This way, you can add the logic to update a property with the correct time for all tickets.

Can you explain me what is Operations Hub package or where can i see if we have the option?

Re: Report that shows agent times that takes into consideration SLA working hours

MarketingAllDay — Wed, 20 Mar 2024 19:13:27 GMT

Hard to confirm this is a solution (more of a minimal viable option that we suggest as well because it's all we can do) - if customers are looking for Time to First Response and Time to Close, the data is inaccurate. It's currently being skewed by non-working hours and weekends.

It's important to note that they get this from other systems already. So in migrating clients to HubSpot, there's a certain level of dissapointment there.

Re: Report that shows agent times that takes into consideration SLA working hours

LGlover66 — Mon, 15 Apr 2024 23:57:48 GMT

Do we have a solution for the teams business hours to monitor time to first contact and accurate length of sales cycle?

Re: Report that shows agent times that takes into consideration SLA working hours

SamBoshier — Mon, 15 Jul 2024 15:48:44 GMT

Hi, Did you get a resolution to this? I am having the same issue.

Re: Report that shows agent times that takes into consideration SLA working hours

mollmann — Tue, 17 Dec 2024 17:00:41 GMT

Hi everybody,

I wanted to make y'all aware that we just launched a public beta that is aiming to meet the requirements mentioned in this post.

You can sign up to the new "Reporting on SLA Operating Hour" here in your HubSpot account.

As a quick summary, you can now access new data points and out-of-the-box reports:

"Access new out-of-the-box reports in the Service Hub Analytics Suite:

Average time to first response in SLA hours by rep, team, create date, source, company or category
Average time to close in SLA hours by rep, team, create date, source, company or category

Access new data points in the Custom Report Builder under object "ticket":

Property: Time to first response in SLA hours
Property: Time to close in SLA hours"

Re: Report that shows agent times that takes into consideration SLA working hours

danmoyle — Tue, 17 Dec 2024 17:11:11 GMT

Thank you @mollmann !

via GIPHY

Re: Report that shows agent times that takes into consideration SLA working hours

SamBoshier — Thu, 19 Dec 2024 13:16:07 GMT

This is great news. I have a custom dashboard with custom reports already setup but can't see how to apply this to it?

Re: Report that shows agent times that takes into consideration SLA working hours

mollmann — Thu, 19 Dec 2024 15:44:52 GMT

@SamBoshier , once you signed up to the beta, you can customize your report and replace the property "time to first agent email reply" with the property "time to first response in SLA hours" or "time to close" with the property "time to close in SLA hours" (depending on what kind or report you are building). Those new properties will now consider the SLA operating hours you set up in your Help Desk.

Let me know if that worked!

Re: Report that shows agent times that takes into consideration SLA working hours

tlynncook — Mon, 13 Jan 2025 18:39:57 GMT

thank youuuuuu!!!! this is huge.

Re: Report that shows agent times that takes into consideration SLA working hours

mollmann — Mon, 27 Jan 2025 10:21:31 GMT

Just an update that we have officially launched this functionality now!

Reporting on SLA hours can now be accessed through the Service Hub Analytics Suite and new data points in the Custom Report Builder.

Access new out-of-the-box reports in the Service Hub Analytics Suite:

Average time to first response in SLA hours by rep, team, create date, source or category
Average time to close in SLA hours by rep, team, create date, source or category

Access new data points in the Custom Report Builder under object "ticket":

Property: Time to first response in SLA hours
Property: Time to close in SLA hours

Re: Report that shows agent times that takes into consideration SLA working hours

mollmann — Mon, 27 Jan 2025 10:23:18 GMT

@SamBoshier you would have to change the report in the custom report builder and swap out the properties. The new properties are called:

Ticket Property: Time to first response in SLA hours
Ticket Property: Time to close in SLA hours

Alternatively, you can save the out-of-the-box reports from the Service Hub Analytics Suite to your dashboard.

Let me know if you have any more questions!

Re: Report that shows agent times that takes into consideration SLA working hours

MihaiLove — Tue, 11 Feb 2025 13:27:00 GMT

Hi there,

Thanks for the update.

The out-of-the box reports show 0 seconds for all agents when I select SLA Hours tab.

Yes, we have SLA configured correctly.

Any other pointers?

Re: Report that shows agent times that takes into consideration SLA working hours

mollmann — Tue, 11 Feb 2025 14:21:52 GMT

@MihaiLove , thanks for sharing. I just sent you a direct message to dig deeper into it.