HubSpot Update: Rep Availability Reporting

Hey, everyone. Welcome back.

Thanks for having me.

Today, we are taking a deep dive into some brand new features that just came out Yeah. For a help desk software that we both know and love.

Yeah.

And we got our hands on the internal documentation, and we are so excited to share with you Yeah. All about rep availability reporting.

Mhmm.

This is gonna be so helpful for anyone who's, you know, leading a support team or just interested in optimizing team performance.

So Oh, yeah.

Let's just dive right in. What is this new feature?

Well, basically, it is, the ability to see the maximum number of available reps that you have at any given time, and this is huge. Yeah. Because before, you just, you know, you kinda had to guess. Right. You're like, oh, are people available? Are they not?

You just hoped for the best Right. And you staffed accordingly.

Yeah. Exactly. And this gives you detailed percentage breakdowns Right. Of your rep availability based on their status. So are they available? Are they away? Are they on break? All that good stuff.

I love that. Because I feel like we've all been in that situation where Yeah. You know, you think you have enough people

Right.

To handle the incoming tickets or calls or whatever it is. Right. And then, oh, surprise. Everyone's at lunch at the same time.

Everyone decided to take a break.

Right. Exactly. Or like

How did this happen?

I thought we were staggered.

I know. It's like 2 PM. Everyone's hungry.

So with this, it seems like you can really get ahead of that

Oh, for sure.

And actually plan accordingly.

Totally.

So it's not just about, you know Right. Numbers. It's about understanding, you know, the flow of your team throughout the day.

Exactly. Like, are there certain times that people are more likely to be away? Yeah. Are there certain times when everyone's head's down working on stuff? Like, you can really start to see

think of things.

Those trends and then plan accordingly.

And then you mentioned this in the beginning, but you can also see rep availability outside of standard working hours.

Yes. This is another great point. So it's not just your typical 9 to 5. You can see, okay. Do I have any night owls on my team? Do I have any early birds? Like, who is actually available

Okay.

To answer those after hours calls Right. Which, as we know, customers

They don't stop. They don't have a pen. They're like, I need help now.

Right.

So this gives you that full picture.

Okay. This is all sounding really amazing, but how does this actually work?

Sure. So there are actually 2 ways to access all this cool new data. The first is through something called the Service Hub Analytics Suite, which is like a pre built kind of report section.

Okay.

And then the second way is through the custom report builder.

Okay. And could you break those down for me?

Yeah. So the Service Hub Analytics Suite, like I said, it's prebuilt reports.

Gotcha.

And it's great for, you know, a manager who just needs to quickly glance and see what's going on. The big picture. Yeah. Exactly.

On high level.

High level, big picture.

And then the customer report builder is where you can really start to, Okay. Drill down into the specifics and say, you know, I wanna see this broken down by this.

Okay. And what are some examples of the specific data points that are available in the custom report builder?

Yeah. So you can look at things like availability status. Okay. So, you know, are they available? Are they away? Okay. You can even look at a drill down of the availability status. Uh-huh. So, like, why are they away? Are they at lunch? Are they in a meeting? Are they just offline?

I like that.

You can look at the count of available users.

Mhmm.

So at this exact moment, how many people are ready to take on a case?

Woah. Okay.

You can see the time in availability status.

Okay.

So how long have they been in each status.

Okay.

And then you can even see the time stamp of when that status changed.

Okay. So this really is, like, the ultimate level of reporting.

It's like big brother, but for your support team. Team.

Well, hopefully, not in a creepy way.

No. No. Not in a creepy way. More like super helpful way

Okay.

To to really understand what's going on

Yeah.

And and help your team perform better.

I love it. Okay. So before we wrap up, is there anything else that folks need to know about rep availability reporting?

I think the last thing is just who gets access.

Okay. Yeah. That's important.

And this feature is available to users with service pro or service enterprise seats.

Okay. So it's kind of those higher tier plans. Yeah. Gotcha. Alright. Well, I wanna hear from our listeners.

Yeah.

How could you use this data Mhmm. To improve your team's performance?

Right.

And what benefits do you see for your customers?

Yeah. That's a great question. Like, think about it. Yeah. Really think about it. Yeah.

And then I wanna leave you with one final thought.

Okay.

Now that we can track rep availability with this much detail

Right.

What are the ethical considerations

Oh, that is interesting.

That we should keep in mind? I know we're all about the data Yeah. But we also wanna be respectful of everyone's time and privacy. Absolutely. Because, you know, you can go too far

with this. Right. You know, you don't want to be You don't wanna micromanage people Right.

Based on, you know

Every minute.

When they went to the bathroom or something.

Exactly. You don't need to know that.

So, yeah, food for thought, folks.

Yeah.

Thank you so much for joining us on this deep dive.

It was fun.

And be sure to check out those new data reporting features

Yes. If

you have access to them.

Yes. Do it.

We'll see you next time.