With conversations reports in HubSpot, you can get report on the total volume of open or closed chat and email conversations taking place in the inbox.
Default chat and email dashboards
- Go to Reports > Dashboards in your HubSpot account.
- Click Create dashboard in the top right corner.
- Select Services in the left panel.
- Select either Chat Overview or Email Overview.
Chat Overview
This dashboard contains six reports:
- Select Chat Overview.
- Clear the checkboxes next to the reports that you don't want to include from the right panel.
- Chat volume by assignee: this is the total number of chats, open or closed, assigned to each team member.
- Chat volume by URL: this is the total number of chat conversations that started on a specific page URL.
- Chat response time by assignee: this is time that show how long it took each team member to respond to an initial chat.
- Time to close chats by assignee: this is the time that show how long it took each team member to close a chat conversation.
- Total chats by assignee: this shows the total number of chat conversations closed by each team member.
- Chat volume by chatflow: this is the total number of chat conversations, open or closed, taking place by specific chatflow.
- Click Next.
- Give a name to the dashboard.
- Select a privacy option.
- Click Create dashboard.
A new dashboard will be created, where you can analyze the data.
Email overview
This dashboard contains six reports:
- Select Email Overview.
- Clear the checkboxes next to the reports that you don't want to include from the right panel.
- Email volume by assignee: this will show how many email conversations are assigned to each team member in your inbox.
- Email response time by assignee: this will show the time it takes each team member to respond to an initial email conversation.
- Total emails closed by assignee: this will show how many email conversations each team member has closed in the specified time rage.
- Time to close emails by assignee: this will show the time how long it takes each team member to close an email conversation with a visitor.
- Email volume over time: track the volume of incoming emails sent to your inbox over time.
- Open emails by inbox: view the total number of email conversations per each inbox in your account.
- Click Next.
- Enter a name for the dashboard.
- Select a privacy option.
- Click Create dashboard.
A new dashboard will be created, where you can analyze the data.
Use the reports on the dashboard
Once you are done creating a dashboard, you can analyze the existing reports:
- Go to Reports > Dashboards in your HubSpot account.
- Click the dropdown dashboard in the top left and select the name of the dashboard that contains your chat or email conversations report.
- Go to the report you want to analyze.
- Clicking a data point on the report will drill into that specific metric. In the new box, you can view details about the conversations that contribute to that metric.
Edit the report
- Hover over the report name, click the dropdown Actions, then select Edit.
- Click your report's name at the top to edit it.
- In the left panel, choose the chart type which you want to use to display the data.
- In the Configure chart section: you can drag and drop properties from Available properties to the Displaying section to add them to the chart.
To add more properties to the report:- Click the Data tab.
- Click Add Conversations Property in the left panel.
- Select a property from the list.
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- Click Filters in the top left.
- Click And to add more criteria.
- Use the search bar to search for the conversation properties, then select the property.
- Edit the filter criteria, then click Apply filter.
- Click Save in the top right once done making changes.
You can see your updated report on the dashboard.