HubSpot Update: Rep Availability Reporting

The Update Algorithm By Sidekick Strategies

Rep Availability Reporting: A New Era of Data-Driven Customer Service

This briefing document reviews the key features and benefits of the new Rep Availability Reporting functionality launched within the Help Desk product. The update empowers Help Desk Managers with comprehensive insights into their team's availability, enabling data-driven decision-making for enhanced efficiency and customer satisfaction.

Key Features:

• Peak Workforce Insight: Pinpoint the highest number of available representatives at any given hour, facilitating optimized resource allocation.
• Availability Analysis: Gain granular understanding of rep availability through detailed percentage breakdowns by status (e.g., available, away).
• Team Health Visibility: Obtain a comprehensive view of team availability both within and outside standard working hours for proactive staffing and planning.

The Need for Enhanced Reporting:

Help Desk Managers often struggle with maintaining team efficiency and effective planning due to insufficient reporting on rep availability. The product update directly addresses this pain point:

"Helpdesk Managers face challenges in maintaining team efficiency and effective planning due to a lack of comprehensive reporting on rep availability."

Benefits:

• Improved Team Efficiency: Accurately measure team performance and make informed decisions to optimize overall efficiency.
• Enhanced Planning Processes: Leverage data insights for proactive staffing and strategic planning.
• Elevated Customer Satisfaction: Ensure timely customer support by optimizing rep availability and reducing wait times.

Functionality and Access:

Users can access the new Rep Availability Reporting via:

• Service Hub Analytics Suite: Pre-built reports for maximum available reps by hour, availability percentage by status, and availability inside/outside working hours.
• Custom Report Builder: Utilize new data points like "Availability Status," "Time in Availability Status," and "Count of Available Users" to create tailored reports.

Target Audience:

The Rep Availability Reporting feature is available to users with a Service Pro or Service Enterprise Seat.

Impact:

This update marks a significant step towards data-driven customer service management. By providing unprecedented visibility into rep availability, Help Desk Managers can now make informed decisions that will enhance team efficiency, optimize planning, and ultimately drive higher levels of customer satisfaction.