Average time to close conversations report

[MSuarez6]

Hello,

I want to understand if the average time to close conversations report only counts emails received directly into hubspot or sent emails?

Situation 1:

We have a general inbox that our team works from but sometimes they have to use their personal inboxes to respond to a direct query and they would cc our support inbox. Would this conversation be counted towards the average? Meaning, they would need to close it as any other conversation?

Situation 2:

Are sent emails considered towards the closing time average?

Thank you very much

[jonojeff]

Hey @MSuarez, are you creating opportunities when a contact qualifies as an SQL? 

If so, you may want to consider a tool like https://sales.studio for conversion anaylsis. 

[Josh · Accepted solution]

Hi @MSuarez6,

Situation 1: I'm not 100% sure on this but I would say no, that email conversation in which the inbox was CC'd would not count as a direct response, however, please note that just responding doesn't close a conversation.

Situation 2: Response time yes, closing time, no. The closing time is  based on when the conversation is closed not responded to.

Josh