Tickets & Conversations

MihaiLove
Participant

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

SOLVE

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?

1 Accepted solution
mangelet
Solution
Guide | Platinum Partner
Guide | Platinum Partner

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

SOLVE

@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.

Martin Angeletti
HubSpot Veteran (12+ years)

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View solution in original post

9 Replies 9
LGlover66
Participant

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

SOLVE

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

0 Upvotes
mangelet
Solution
Guide | Platinum Partner
Guide | Platinum Partner

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

SOLVE

@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.

Martin Angeletti
HubSpot Veteran (12+ years)

Worried about messing up your HubSpot? I've got your back.

Join the thousands of people who have discovered how to avoid problems with simple tricks and have started to dominate HubSpot (and not be dominated).

️ Don't get left behind.

→ Click the subscribe button and scroll down to find the opt-in box.

Subscribe

Did I help answer your question? Mark this as a solution.

MarketingAllDay
Participant | Elite Partner
Participant | Elite Partner

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

SOLVE

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.  

0 Upvotes
JoshVe
Participant

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

SOLVE

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?

0 Upvotes
MiaSrebrnjak
Community Manager
Community Manager

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

SOLVE

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




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FYI: I am on my sabbatical leave until July 8 2024.
0 Upvotes
mangelet
Guide | Platinum Partner
Guide | Platinum Partner

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

SOLVE

You are welcome 🙂

Martin Angeletti
HubSpot Veteran (12+ years)

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0 Upvotes
MiaSrebrnjak
Community Manager
Community Manager

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

SOLVE

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  




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Nimm an regionalen Unterhaltungen teil, indem du deine Spracheinstellungen änderst


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FYI: I am on my sabbatical leave until July 8 2024.
danmoyle
Most Valuable Member | Elite Partner
Most Valuable Member | Elite Partner

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

SOLVE

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! 

 

Did my answer help? Please "mark as a solution" to help others find answers. Plus I really appreciate it!


Dan Moyle

HubSpot Advisor

LearningOps | Impulse Creative

emailAddress
dan@impulsecreative.com
website
https://impulsecreative.com/
MihaiLove
Participant

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

SOLVE

thanks so much!