HubSpot Ideas

AmandaStutzman

Chat Rep Availability Reporting

It would be very helpful to see how much time chat representatives are set to available. Currently, reps could set themselves to away without supervisors knowing and ultimately reducing the number of incoming chats.  In order to analyze reps effectiveness we need to know if they are remaining online throughout the day.  

HubSpot-Updates
Status aktualisiert zu: Delivered
January 10, 2025 03:31 AM

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.

January 10, 2025 03:31 AM

@WeasellyWombat , this functionality is now live, so you don't have to sign up to the public beta anymore. 

 

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.

Status aktualisiert zu: In Beta
November 20, 2024 04:04 AM

Hi @AmandaStutzman & everybody who upvoted this idea, we currently have a public beta that for Rep Availability Reporting 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

Status aktualisiert zu: Idea Submitted
June 01, 2020 01:56 PM

Hi - I would love to understand what types of reports you would be helpful to better manage the team. 

 

Thanks! 

42 Kommentare
mollmann
HubSpot-Produktteam

@WeasellyWombat , this functionality is now live, so you don't have to sign up to the public beta anymore. 

 

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.
Status aktualisiert zu: Delivered
mollmann
HubSpot-Produktteam

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.