# Accurate reporting for agent first response time **URL:** \ **Category:** HubSpot Ideas\ **Tags:** chatflows\ **Created:** [December 28, 2022, 8:50pm UTC](https://community.hubspot.com/t/accurate-reporting-for-agent-first-response-time/71941 "2022-12-28T20:50:21Z")\ **Posts on this page:** 5\ **Page:** 1
**Author:** ![JBrown64](https://avatars.discourse-cdn.com/v4/letter/j/dbc845/32.png) [@JBrown64](https://community.hubspot.com/u/JBrown64)\ **Post date:** [December 28, 2022, 8:50pm UTC](https://community.hubspot.com/t/accurate-reporting-for-agent-first-response-time/71941/1 "2022-12-28T20:50:21Z")
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. ---
**Author:** ![TonyCC](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/tonycc/32/104913_2.png) [@TonyCC](https://community.hubspot.com/u/TonyCC)\ **Post date:** [January 10, 2023, 9:28pm UTC](https://community.hubspot.com/t/accurate-reporting-for-agent-first-response-time/71941/2 "2023-01-10T21:28:36Z")
+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. ---
**Author:** ![FamilyITGuy](https://avatars.discourse-cdn.com/v4/letter/f/ce73a5/32.png) [@FamilyITGuy](https://community.hubspot.com/u/FamilyITGuy)\ **Post date:** [July 18, 2023, 4:44pm UTC](https://community.hubspot.com/t/accurate-reporting-for-agent-first-response-time/71941/3 "2023-07-18T16:44:46Z")
+1 to this. Needed to accurately report our KPI on first response. ---
**Author:** ![mollmann](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/mollmann/32/38180_2.png) [@mollmann](https://community.hubspot.com/u/mollmann)\ **Post date:** [December 17, 2024, 5:01pm UTC](https://community.hubspot.com/t/accurate-reporting-for-agent-first-response-time/71941/4 "2024-12-17T17:01:11Z")
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](https://app.hubspot.com/l/product-updates/?update=13958419) 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" ---
**Author:** ![mollmann](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/mollmann/32/38180_2.png) [@mollmann](https://community.hubspot.com/u/mollmann)\ **Post date:** [March 7, 2025, 4:00pm UTC](https://community.hubspot.com/t/accurate-reporting-for-agent-first-response-time/71941/5 "2025-03-07T16:00:24Z")
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