Accurate reporting for agent first response time

HubSpot Ideas

Status: Delivered

Status history

5

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