Bizarrely, there is no current way to limit first response time reporting to business hours. The business hours parameters are already in the system through the SLA reporting, but there's no way to tether the business hours properties to the first response time property in a report. This results in massively skewed response time data, especially over weekends and holidays. It seems like this should be an easy addition, since the timestamps for first responses are already linked to the business hours limits on the SLA settings, so the data already exists in the system, but just isn't available to the user for custom reporting. I'd imagine many users have the same complaint about this limitation, and exposing the first response time property to the SLA business hours property would be crucial for most businesses. It is imperative that we understand our agents' responsiveness during business hours without the data being obstructed by non-working hours. I very much hope Hubspot implements this simple tweak soon, and in the meantime if anyone has a workaround, I'd love to hear it.
Agreed. If I want to see my agent's responsiveness to emails, but business hours aren't part of the equation, the data us useless. If a customer emails her 1 minute after she clocks out, and she answers them 1 minute after clocking in the next morning, it says she took 18 hours to repsond. But it really took her 1 minute!
Basic required:
Business hours (able to set by team)
Better:
Business hours (able to set by team)
Scheduled hours (by team member)
Best:
Business hours (able to set by team)
Scheduled hours (by team member)
Clocked-in hours (by team member) via integration with timekeeping software
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