Report that shows agent times that takes into consideration SLA working hours

[MihaiLove]

I want to generate a report that shows me agent times for

- first response

- time to close

That takes into consideration the working hours that I configured in the SLA of the support inbox.

I got some answers from ChatGPT and also from chatspot.ai but both answers contain steps that I cannot reproduce in Hubspot

It seems like it's a basic report that should be available in templates, not to mention that the SLA working hours should be by default taken into consideration when seeing a first response time report for example. 

Let's say you receive a ticket 10 minutes before the close of business time. And you answer it 10 minutes after the new work day starts the next morning. The first response time should be 20 minutes, not 15 hours .... it should count the time in the working hours window, correct? Well...it's not the case.

Did anybody successfully build such a report?

[mangelet · Accepted solution]

@MihaiLove  I see you're looking for an easier way to handle your SLAs and reports. Don't worry, I've got some ideas for you.

First off, you can find some standard SLA-based reports right where you set up your SLAs. Look for a button labeled "Set up SLA reporting" at the bottom of that page. They're pretty good, but might not be as specific as you want. It's still a great starting point.

Once you've set up your SLAs and working hours, HubSpot calculates special ticket properties like "Time To Close SLA Close Date" and "Time To Close SLA Ticket Status". The good news is that they do take working hours into account. The bad news is that the "Time To Close" property doesn't consider working hours (or weekends).

However, the available reports should give you a decent overview of your closed tickets and whether you're meeting your SLA targets.

Now, if you really need to measure the exact response time considering working hours and weekends, my recommendation is to use a custom-coded action (available with the Operations Hub package). This way, you can add the logic to update a property with the correct time for all tickets.

In summary, while there's no perfect solution out-of-the-box, using standard reports and potentially adding a sound custom-coded action should help you better manage your SLAs and reporting needs.

Let me know how this works for you.

[mollmann · Accepted solution]

Hi everybody,

I wanted to make y'all aware that we just launched a public beta that is aiming to meet the requirements mentioned in this post.

You can sign up to the new "Reporting on SLA Operating Hour" here in your HubSpot account.

As a quick summary, you can now access new data points and out-of-the-box reports:

"Access new out-of-the-box reports in the Service Hub Analytics Suite:

• Average time to first response in SLA hours by rep, team, create date, source, company or category
• Average time to close in SLA hours by rep, team, create date, source, company or category

Access new data points in the Custom Report Builder under object "ticket":

• Property: Time to first response in SLA hours
• Property: Time to close in SLA hours"

[tlynncook]

thank youuuuuu!!!! this is huge.

[SamBoshier]

This is great news. I have a custom dashboard with custom reports already setup but can't see how to apply this to it?

[mollmann]

@SamBoshier , once you signed up to the beta, you can customize your report and replace the property "time to first agent email reply" with the property "time to first response in SLA hours" or "time to close" with the property "time to close in SLA hours" (depending on what kind or report you are building). Those new properties will now consider the SLA operating hours you set up in your Help Desk.

Let me know if that worked!

[danmoyle]

Thank you @mollmann !

via GIPHY

[SamBoshier]

Hi, Did you get a resolution to this? I am having the same issue.

[LGlover66]

Do we have a solution for the teams business hours to monitor time to first contact and accurate length of sales cycle? 

[mangelet · Accepted solution]

@MihaiLove  I see you're looking for an easier way to handle your SLAs and reports. Don't worry, I've got some ideas for you.

First off, you can find some standard SLA-based reports right where you set up your SLAs. Look for a button labeled "Set up SLA reporting" at the bottom of that page. They're pretty good, but might not be as specific as you want. It's still a great starting point.

Once you've set up your SLAs and working hours, HubSpot calculates special ticket properties like "Time To Close SLA Close Date" and "Time To Close SLA Ticket Status". The good news is that they do take working hours into account. The bad news is that the "Time To Close" property doesn't consider working hours (or weekends).

However, the available reports should give you a decent overview of your closed tickets and whether you're meeting your SLA targets.

Now, if you really need to measure the exact response time considering working hours and weekends, my recommendation is to use a custom-coded action (available with the Operations Hub package). This way, you can add the logic to update a property with the correct time for all tickets.

In summary, while there's no perfect solution out-of-the-box, using standard reports and potentially adding a sound custom-coded action should help you better manage your SLAs and reporting needs.

Let me know how this works for you.

[MarketingAllDay]

Hard to confirm this is a solution (more of a minimal viable option that we suggest as well because it's all we can do) - if customers are looking for Time to First Response and Time to Close, the data is inaccurate. It's currently being skewed by non-working hours and weekends.  

It's important to note that they get this from other systems already. So in migrating clients to HubSpot, there's a certain level of dissapointment there.  

[JoshVe]

Hey @mangelet  you recommended - 

my recommendation is to use a custom-coded action (available with the Operations Hub package). This way, you can add the logic to update a property with the correct time for all tickets.

Can you explain me what is Operations Hub package or where can i see if we have the option?

[MiaSrebrnjak]

Thank you for sharing your advice @mangelet, it's much appreciated!  

[mangelet]

You are welcome 🙂

[MiaSrebrnjak]

Hi @MihaiLove,

Thank you for doing the research before posting in the Community! 👍

I wanted to tag in a couple of subject matter experts to see if they have any advice:

Hi @franksteiner79 & @danmoyle, do you have any tips for @MihaiLove? Thank you!

Cheers
Mia, Community Team  

[danmoyle]

Thanks for the tag @MiaSrebrnjak. Unfortunately, I don't have much experience in the SLA functionality of the inbox @MihaiLove. I'll do some research as well and ask my colleagues at Impulse Creative if anyone else has a client with this need. 

I see what you're saying about taking working hours into account and being a 20 minute response time rather than 15 hours. That makes logical sense for sure. 

If I find out anything helpful, I'll share it here! 

[MihaiLove]

thanks so much!