Measure chats per different time of the day

It is a must that we, as HubSpot customers, be able to measure how many chats are opened at different times of the day, i.e., how many chats are opened between 8am to  9am, between 9am to 10am, etc.

HubSpot updates
12 Replies
HubSpot Employee
HubSpot Employee

Hi team! this idea would be useful since this would make our customers measure times of incoming chats so that they can staff hours accordingly. 

 

Best,

Walter

Regular Contributor

Yes, I've been asking this like 3 months ago.

Occasional Contributor

Agree.

They lack even basic reporting features like this.

Occasional Contributor

We're trying to get some data on the frequency of chats and identify trends (if any) in time of day x volume of chats/conversations. I can see there's a report for chat conversations over time but it doesn't allow me to break down information on a smaller scale than daily, @cliona was a great help but confirmed it wasn't yet a feature. It would be great to advance the current reporting for conversations to include this!!

 

 

Occasional Contributor

Has there been any movement surrounding this? This would be incredibly helpful for my organization for reporting. We're actually currently manually recording chat times in an excel sheet, and being able to automatically report this rather than doing a daily count would be a huge time saver. 

New Member

I agree - this is something we need to monitor the peak and off-peak periods for optimal resource planning. 

Occasional Contributor

I agree. This is needed for Chat & Calls in Hubspot. Also, chat needs types or categories like logged calls have. 

Regular Contributor

To be honest, to me is quite impressive that this is not a feature. It sends a bad message about how HubSpot imagines this produtc.

HubSpot Employee
HubSpot Employee

Similarly, as suggested by a customer, having access to the time (hours and minutes rather than date) for conversations would allow users to report on specific time slots - for instance only the hours when the team is actually present and manning the chat channel. 

New Contributor

This is a must-have feature.

It would be important to distinguish the time when chat requests arrive when analyzing for resource plannning.   

HubSpot Employee
HubSpot Employee

Hi team, upvoting this idea on behalf of a customer and sharing his use case here as well! 

 

He would like to analyse and understand the behaviour of his website visitors to better plan for staffing and managing visitors' enquiries. Currently, the closest activity filters he can use would be "Date visitor started/ended conversation", but it doesn't show the timestamps. This timestamp information can only be found on contact records and in the conversations inbox, so it'd be very useful if it can be an activity property that can be used in lists or reports as well. 

New Member

This would help in determining when to staff the chat feature on our site.