Currently, in HubSpot’s reporting, the data for a ticket’s First Response Time (FRT) is tied to the current ticket owner, not the agent who actually provided the first response. This can lead to confusion when analyzing team performance, as the FRT appears under the wrong agent if ownership changes. Request: I propose adding a new reporting property that specifically captures and tracks the first responding agent for each ticket. This property should be accessible in report builders, allowing users to accurately attribute FRT metrics to the correct agent, even if the ticket is later reassigned. This would enhance the accuracy of performance tracking and provide better insights into individual agent contributions. Benefits: • Improved accuracy in agent performance reports. • Clear attribution of FRT metrics to the correct agent, regardless of ticket reassignment. • Better insights for managers when evaluating team and individual performance.
... Exibir mais