Hi team,
Filing this feature request on behalf of a customer, as based on this community post:https://community.hubspot.com/t5/Tickets-Conversations/Report-to-see-when-chatbot-is-online-offline/m-p/442722!
Hoping we can see this report be something that our team can build for more meaningful analysis for users who have agents on our Conversations tool on HubSpot.
Hi, Does this feature request have a prioritisation or a proposed work around of any sort please?
Hi @DarylWui & everybody who upvoted this idea, we currently have a public beta that for Rep Availability Reporting in the HubSpot Help Desk that would enable the following reporting:
- Maximum available reps by hour of day
- % Rep availability by availability status
- Rep availability inside and outside of working hours
Feel free to ungate your portal and let me know what you think - curious to hear your feedback!
Thanks,
Marc
This functionality is now live.
Access out-of-the-box rep availability reporting in the Service Hub Analytics Suite:
- Maximum available reps by hour of day
- % Rep availability by availability status
- Rep availability inside and outside of working hours
Access new data points in the Custom Report Builder to create your own custom reports by selecting the data source “user” and then selecting “user availability properties”:
- Availability Status = The high-level availability status for a user: available or away.
- Availability status drill-down = Additional information about a user’s availability status.
- Count of available users = The total number of users with an availability status set to available.
- Object ID = The name of the user.
- Time in availability status = The length of time a user spent in an availability status.
- Timestamp = The specific point in time when a user entered the respective availability status.