Has this been implemented?
Nope! @hubspot has NOT implemented this. They say to use the SLA but that doesn’t give us correct KPIs.
+1 to this!
We need the product team to review this feature, its pretty basic to be able to calculate the Time for first reply without considering weekends and kind of ridiculous when we already have working hours set in the portal/Help desk. Please review this ASAP. We are currently solving this with operations Hub but should be a basic funcionatily or at least a report filter.
@basil & everybody adding their upvotes to this post, we just launched a public beta that is aiming to meet the requirements mentioned in this post.
You can sign up to the new “Reporting on SLA Operating Hour” here in your HubSpot account.
As a quick summary, you can now access new data points and out-of-the-box reports:
"Access new out-of-the-box reports in the Service Hub Analytics Suite:
- Average time to first response in SLA hours by rep, team, create date, source, company or category
- Average time to close in SLA hours by rep, team, create date, source, company or category
Access new data points in the Custom Report Builder under object “ticket”:
- Property: Time to first response in SLA hours
- Property: Time to close in SLA hours"
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Desperatly need this. The president of our company requires accurate analytics and this is creating a huge issue here. We came from Zoho
@HMiller4 this was a feature request we delivered to customers earlier this year. If you set up SLA operating hours, we will start considering these in the time to first reply and time to close calculations. Let me know if you have any questions.
@mollmann I see you added “time to first response” and “time to close” in SLA hours, but it looks like the “average reply time” report cannot be calculated in SLA hours which is another major (if not more important) metric that we and most other customers would want to see.
Harder tickets take longer, so we judge our agents on response timeliness rather than time to close ticket because these metrics would punish agents for taking harder tickets, which is the opposite of what we want.
Is there any way to track “average reply time” in SLA hours? The default “owner reply time” report in:
Service/Ticket Replies/Owner Reply Time
Keeps counting down on weekends, which makes the report useless. Ideally that report can be calculated w.r.t business hours by default, but if not, is there any manual workaround to calculate average response time w.r.t SLA hours?