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Status: Idea Submitted
JoshPhoenix
Submitted by on ‎Sep 19, 2019 12:17 PM

Service Report Times to filter out Service Rep Off Time

As an admin user, I want the ability to create a filter with the working hours of the service rep.

 

As an admin user, this is helpful because the average time to close tickets, chat response etc will be incorrect if you average in the time when the service user is not working. 

 

This renders all of your time to close reports useless because it is factoring in the time the ticket just sits in the QUE. 

 

 

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2 Replies
shaddock
Member
‎Jun 18, 2020 11:59 AM

I need this exact feature, is there any kind of work around?  This makes my employee look bad and may force me back to another support software.

ARichards23
Member
Wednesday

I agree  with this sentiment. We have KPIs set on "Time in New" & "Waiting on us" - It would be helpful if Hubspot took working hours into consideration to allow for weekends to not be accounted for.