# Average time to close conversations report

**URL:** <https://community.hubspot.com/t/average-time-to-close-conversations-report/98623>\
**Category:** Tips, Tricks & Best Practices\
**Tags:** reports, conversations-inbox\
**Created:** [January 25, 2024, 10:02am UTC](https://community.hubspot.com/t/average-time-to-close-conversations-report/98623 "2024-01-25T10:02:28Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![MSuarez6](https://avatars.discourse-cdn.com/v4/letter/m/ba9def/32.png) [@MSuarez6](https://community.hubspot.com/u/MSuarez6)\
**Post date:** [January 25, 2024, 10:02am UTC](https://community.hubspot.com/t/average-time-to-close-conversations-report/98623/1 "2024-01-25T10:02:28Z")

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Hello,

I want to understand if the average time to close conversations report only counts emails received directly into hubspot or sent emails?

Situation 1:

We have a general inbox that our team works from but sometimes they have to use their personal inboxes to respond to a direct query and they would cc our support inbox. Would this conversation be counted towards the average? Meaning, they would need to close it as any other conversation?

Situation 2:

Are sent emails considered towards the closing time average?

Thank you very much

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**Author:** ![Josh](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/josh/32/17115_2.png) [@Josh](https://community.hubspot.com/u/Josh)\
**Post date:** [January 25, 2024, 1:00pm UTC](https://community.hubspot.com/t/average-time-to-close-conversations-report/98623/2 "2024-01-25T13:00:02Z")

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Hi @MSuarez6,

Situation 1: I’m not 100% sure on this but I would say no, that email conversation in which the inbox was CC’d would not count as a direct response, however, please note that just responding doesn’t close a conversation.

Situation 2: Response time yes, closing time, no. The closing time is based on when the conversation is closed not responded to.

Josh

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<div class="post-metadata">

**Author:** ![jonojeff](https://avatars.discourse-cdn.com/v4/letter/j/a9a28c/32.png) [@jonojeff](https://community.hubspot.com/u/jonojeff)\
**Post date:** [April 30, 2024, 8:37am UTC](https://community.hubspot.com/t/average-time-to-close-conversations-report/98623/3 "2024-04-30T08:37:42Z")

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Hey [@MSuarez](https://community.hubspot.com/t5/user/viewprofilepage/user-id/248392), are you creating opportunities when a contact qualifies as an SQL?  
If so, you may want to consider a tool like [https://sales.studio](https://sales.studio) for conversion anaylsis.

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 ](https://sales.studio/?ref=HS_Community)