First Response Time based on SLA

[Maid2Match]

Hi Team,

We have been trying to establish and use Average First Response Time based on SLA due date for quite some time now but have not been successful in generating the report.

We only operate during weekdays from 8am to 6pm Australian Time and we wanted to measure the Avg First Response Time of our team members during this timeframe only, not including outside business hours.

We currently have Dashboards set up for overall response time but we have not been successful in setting up a report to measure this based on SLA due date only. Can you possibly assist? I am open to doing a video call to explain this further. Will appreciate an immediate response. Thank you!

[HFisher7]

Hey @Maid2Match - There is an option when setting SLA’s in HubSpot to select the ‘Working hours’ option if you only want SLAs to apply during your team’s working hours. Use the dropdown menus to edit your availability, or click Add hours:

Would this resolve your issue? Resource linked here: Set SLAs in the inbox