Hola! ¡Tenemos nuestra Comunidad en Español!

Reporting on availability of team on HubSpot conversations

Highlighted
Occasional Contributor

A client of ours wants to report on the performance of their team using HubSpot conversations. Alongside number and length of conversations, they want to see the availability of their team/how well their inboxes are being staffed.

Reply
0 Upvotes
2 Replies
Occasional Contributor

You can add reports that show:

 

  • Chat Conversations Over Time
  • Chat Conversations by URL
  • Chat Conversations by Assignee
  • Average Chat Response Time by Assignee
  • Conversations by Source

 More here on those reports:  https://knowledge.hubspot.com/articles/kcs_article/conversations/use-conversations-reports

 

Anything more than that is currently very limited. There has been an idea submitted that might be worth an upvote though: https://community.hubspot.com/t5/HubSpot-Ideas/Report-Conversations/idi-p/216117

Reply
0 Upvotes
Occasional Contributor

Thanks for the reply. We use these reports already, and the customer service team's performance can be analysed by the volume and length of chats, but we can't cross reference this with the availability of each employee to give full insight on performance.

Reply
0 Upvotes