I have leads come in as a contact and then ownership is created via round robin. Once the ownership is created, I want to measure how quickly we call the lead. I want to be able to measure this during business hours. This would require a calculation.
Is there a custom Calculation which has an if/then statement that only includes certain hours
Another way to do this is to flag leads that come in during these hours and only measure these separately.
Do we know of a way to flag something based on a time of day?
Hi @DFarrell12 Our team has been working on a new platform that gives HubSpot users/managers better ability to fully control contact/company/deal/ticket assignment including service level agreements - with minutes/hours/days as options.
This way you can create an SLA - if the contact has not been contacted within 15 minutes, re-assign the record.
We are listed on the HubSpot app marketplace where you can find more information about our solution!
Hi there! Unsure if you’re still looking for this but we just posted a blog for a workaround that we use with some of our clients (below).
There’s a few steps, and you need Zapier or something similar (as the calculation on response time, and the categorisation of business vs non-business hours are calculted in Google Sheets)—let me know if you have any questions!
How to make an accurate ‘speed to lead’ report in Hubspot: https://www.withscale.io/post/how-to-make-an-accurate-speed-to-lead-report-in-hubspot
This is a good question. The most effective way to deal with this issue in HubSpot is to create an individual property that records the lead’s creation time followed by an if/then workflow to determine whether the time is within your business hours. For instance, you can create the property to flag (e.g., “Within Business Hours = Yes/No”) each time leads are received and measure the response times only for leads set to “Yes.”
A second option is to test your time ranges prior to time using an hours calculator (a German tool) to clearly observe how many working hours occur between different time stamps. Once you’ve got that base, it’s much easier to replicate the logic of your workflow and obtain precise information on how you are performing on your “speed of lead.”
HubSpot can calculate time between owner assignment and first call, and it does support if() in custom calculation properties. But it does not natively calculate elapsed time only during business hours. The usual workaround is to track owner-assigned time and first-call time, then report separately on leads assigned during working hours. If you need true business-hours SLA tracking, custom code or tools like LeadAngel can help by capturing round-robin assignment timestamps more cleanly.