HubSpot Ideas

JBrown64

Accurate reporting for agent first response time

Accurate reporting for chat flow. Agent first response time is only measured during business hours. A filter to show only that response time would be greatly beneficial. 

2 Replies
TonyCC
Participant

+1 on this one for us, and in a big way - Start the "first response" timer once business hours begin. 

 

I absolutely do not want team members working "off the clock" because a conversation or email comes in before their shift starts and they're being evaluated on that time. Using the current First Response Time encourages that behavior. 

FamilyITGuy
Member

+1 to this.  Needed to accurately report our KPI on first response.