Check out the “Ask Me Anything” session with Kit Lyman, Product Manager for HubSpot’s Custom Report Builder.
If you’ve had any questions about reporting in HubSpot, don’t miss out on this opportunity to get them answered.
We got through as many questions as we could during the hour of this event. BUT if you have a burning question you want answered, go ahead and post them here and we’ll try to get them answered for you!
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Hello,
I’m a beginner with HubSpot and would like to ask:
1) Is there a way to filter chat reporting for human agent first reply time by the agent’s available/away status? I would like the option to exclude chats opened when no human agent was avaialble from first reply time reporting.
2) Is there a way to correlate CSAT feedback with a specific ticket or conversation? This would help me to take more focused action based on the feedback received.
Thanks for your help!
- Christine
Hi @c_signore! Both good questions.
1) There isn’t currently a way to do this today, due to the lack of data/properties being available for me to specify the agent’s status. However, I passed along your question to the Service Hub product team that owns this data. There is a product manager specifically heading up service-based reports, and this one is a great use case for him to dive into.
2) This is possible to do today, and here is a Loom giving you a walkthrough of what I’d recommend here. Something I didn’t mention in my video but would be worth noting is that you can also add a filter to your report to specify the type of survey you’re looking to report on, in case you want to make it even more granular.
Hope this helps!
Hi Kit,
Thank you for the recommendation! I took a swing at creating a custom report following your video, but I’m also seeing “(No value)” and “Unknown ticket (@@MISSING@@)” on my side for all feedback:
Is there possibly some kind of account setting we would need to enable in order to make this data available for reporting?
Thanks again!
Hi there!
That tells me that your feedback surveys are not being associated with tickets, which is a data setup issue. Although this isn’t my product space, it looks like it requires setting up a CES (Customer Support Survey). Here is a Knowledge Base article on this survey type.
If you are finding that CES survey results are not showing up in the report but should be, I recommend filing a ticket with our Support team to take a closer look.
Thanks again! We’ll look into it.
Thank you all again for joining the Reporting AMA last month! There were a number of great questions asked in this session, and I didn’t get the chance to cover all of them in our webinar together. I took some time offline to categorize and respond back to the remaining questions, which I have broken out into 6 sections below. Thanks for your time and patience in waiting for me to respond back to your thoughtful and in-depth questions!
Part 1: Building reports on the fly.
Loom video to watch
Questions I covered in this section:
- I need to create a bar chart of the total number of MQLs created per month and the average deal size associated with the MQLs
- NPS - NPS over time is a standard report but clients wants to looks at this filtered by company owner (CSM) for example. Any way this can be achieved?
- What are the best ways to report on MRR and ARR in hubSpot?
- Using the same object association reporting, could you show how it would be possible to look at deal revenue for team mangers in relation to the employees on their team?
- I need a report that only shows me the MQL-SQL ratio. How can I calculate this using the calculated properties and display it in a KPI report?
- How to replicate Ad campaigns report from Marketing>Ads? I cannot find a workaround to create a report which would calculate Cost per contact, Cost per MQL?
Part 2: CRB-specific quesitons (Custom Report Builder)
Loom video to watch
Questions I covered in this section:
- Is there any plan to have fiscal year reports? We have to create multiple company properties & workflows to track FY performance year over year. Ex. FY23 Revenue - Company
- Is there a timeline on when different Filters for different Y-Axis will be available? (to show 2 different metric compared to each other with different filters on each Y- Axis)
- With the addition of custom formula fields, What’s the cleanest method to show step by step conversion %s? IE I invited this list of users to a webinar, this report shows only 20% converted based on this other list of users.
- Could you explain again what the “KPI chart settings” are? When does the percentage change comparison work? I have a report showing “Count of Downloads (=Behavioural Events)” and I wanted to see the percentage change between this quarter and last quarter. But nothing is displayed.
Part 3: Data Questions
Loom video to watch
Questions I covered in this section:
- Are we able to see spend vs budget for the campaign?
- Recently built an all-in-one dashboard for my CMO that essentially moved us OFF GA for web analytics. Can you explain where (and maybe WHY) various web-based metrics and dimensions live? Eg; Sessions being associated to the Contact object was a weird thing to deal with.
- Questions around playbooks as a data source—right now, recommend adding something into the note by default in the playbook
- I would like to create a report that shows how the communication subscriptions (subscription types) are distributed.
Part 4: Join + Datasets Questions
Loom video to watch
Questions I covered in this section:
- What if there is no association label assigned? Is there an option to include records with NO association label?
- Are there plans to increase the number of data sources available? If some data sources are automatically included but might not be used in the report itself, it uses up a data source
- Are there plans to be able to use “Aggregate level functions” or “Sum Level Math” Something like “Total deal amount for all deals in the filtered data” divided by the “Total count of deals” to provide an average sale price.
- If you update the filtering on a dataset after several reports reference it, all the reports would be updated, correct?
Part 5: Other builder/general reporting questions
Loom video to watch
Questions I covered in this section:
- Is there a way to create a Attribution report for MQLs by Interaction Source where the interactions are stacked and the columns are by month?
- Can you show us how you would approach an attribution to created contacts / created deals / Revenue reports or dashboard?
- When you create a dashboard, I see that the dashboard filters doesn’t apply to all the reports, why is that and how you can make sure you create a dashboard that doesn’t fail when applying dashboard filters, any tips of tricks for that?
Part 6: Non-reporting questions
This is the only section that isn’t accompanied by a Loom video. Both of the questions that didn’t directly relate to reporting were about automating association labels, specificially asking:
- In our case, we use Salesforce to create Deals, which are automatically created in HS. Is it possible to update the HS association label based on certain Deal properties?
Is there going to be a way to set association labels via automation without using custom code in the future?
- Yes yes yes! This is my barrier to fully utilizing association labels. would love to hear if there is a good workaround to not being able to automate association labels?
I connected with the product team heading up association label work, and they have received a lot of feedback/requests for this and are actively working on ways to automate association labels using workflows. This is currently in development—I don’t have any specific details or timelines to share at this time, but I know that this is something their team is actively working on.
For now, the best way to bulk set association labels is via imports, which is mentioned on the main Knowledge Base article for associaiton labels, specifically talked about in this help article.
