Accurate reporting for chat flow. Agent first response time is only measured during business hours. A filter to show only that response time would be greatly beneficial.
+1 on this one for us, and in a big way - Start the “first response” timer once business hours begin.
I absolutely do not want team members working “off the clock” because a conversation or email comes in before their shift starts and they’re being evaluated on that time. Using the current First Response Time encourages that behavior.
+1 to this. Needed to accurately report our KPI on first response.
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"
Hi everybody,
I wanted to update this post - reporting on rep first reply time considering SLA operating hours have been delivered.
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