Which Service Hub analytics reports can help you understand how well your channels are performing against their SLAs?

Support volume

Ticket time in pipeline

Chat wait time


Choose an option to see if it’s correct. Check the explanation below.

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Explanation: Which Service Hub analytics reports can help you understand how well your channels are performing against their SLAs?


Explanation: The correct answer is **Chat wait time**. Service Level Agreements (SLAs) are crucial benchmarks that measure the responsiveness and efficiency of customer service channels. Among the provided options, the **Chat wait time** report is the most relevant for evaluating channel performance against SLAs. This report provides insights into the average amount of time customers wait before they are connected to a live chat agent. By monitoring chat wait times, businesses can assess whether their live chat support meets the predefined SLAs, such as responding to customer inquiries within a specified time frame. If chat wait times exceed the agreed-upon SLAs, it may indicate bottlenecks in the support process, understaffing issues, or the need for optimization to improve responsiveness and customer satisfaction. Therefore, the Chat wait time report within Service Hub analytics is the appropriate tool for evaluating how well chat channels are performing against their SLAs, enabling businesses to identify areas for improvement and ensure that customer inquiries are addressed promptly and efficiently.
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