Workforce Management in HubSpot?

Service Hub Tips, Tricks & Best Practices
1

Hey y’all,

We have a new manager in our 20-person customer care center which runs our support on HubSpot/Help Desk. One of her asks as I’ve gotten her up to speed on HubSpot was an interesting one: Can HubSpot create a report, or somehow assist in workforce management and forecasting. What she’s asked for is essentially:

  • Reporting based on team member’s availabilty to be on Chat, Email support, or Phones.
  • The ability to shift that availabilty within the tool, and
  • Forecasting for staffing choices based on the past X days support volume. (eg; From 1:00-3:00 X people on phones , Y people on Chat, Z people on email, from 3:00-6:00, the variable change)

I know that’s not built into the tool today, but I would think at the very least a way to build a report based on Working Hours on the Users object, and some type of forecasting based on previous trends would be doable.

Anyone have any insight into how we might build, at minimum, the reporting for working hours? Anyone else interested in seeing this maybe become a feature? :nerd_face:

2

Hi @HTB_Scott

I found a Knowledge Base article that offers the context for a workaround

I also want to tag a few community experts who can share more ideas: Hey there, @TomM2, @jolle, and @Kevin-C, Happy Friday! Any thoughts here?

Thanks

Victor