How to Analyze Your Customer Agents’ Performance in Hubspot

Hubspot offers powerful help desk and reporting tools that let you track customer agent performance, spot bottlenecks in your support process, and improve response quality over time.

This step-by-step guide explains how to open the customer service workspace, review individual agent metrics, and interpret key reports so you can manage your support team with data instead of guesswork.

Accessing the Hubspot help desk workspace

To review agent activity, you first need to open the help desk workspace where tickets and conversations are managed.

Sign in to your Hubspot account with a user that has access to Service tools.
In the main navigation bar, click Service.
Select Help desk to open the central ticketing view.
Use the filters at the top to narrow tickets by pipeline, status, or date range.

This workspace is the starting point for most customer agent performance insights because it summarizes open, in progress, and closed tickets managed by your team.

Key Hubspot metrics for customer agents

Within the help desk and reporting tools, you can track multiple metrics that show how agents are performing over time.

Hubspot ticket volume per agent

Ticket volume helps you understand how work is distributed across your team.

Number of tickets assigned to each agent.
New tickets created during a selected period.
Closed tickets by owner and date range.

Use volume metrics to identify imbalances, such as agents who are overloaded or underutilized.

Hubspot response and resolution time

Speed of response is crucial for a positive support experience. In the reporting area you can monitor:

Time to first response for each agent.
Average response time across all conversations.
Time to close or resolve tickets per pipeline and owner.

Consider setting internal benchmarks and then comparing each agent’s performance against those benchmarks inside Hubspot reports.

Customer satisfaction and quality metrics

If you use feedback surveys, you can connect customer satisfaction results to agents.

CSAT scores associated with completed tickets.
NPS or other feedback surveys linked to specific interactions.
Qualitative comments that mention particular agents.

These metrics show the quality of support beyond speed and volume.

Using Hubspot reports to analyze performance

After you understand the metrics, the next step is building or using standard reports so you can review data at a glance.

Open the Hubspot reporting tools

In the main navigation, click Reports.
Select Reports again or choose Dashboards to view existing layouts.
Use folders or filters to locate service-related dashboards focused on tickets and conversations.

This area lets you customize how you visualize agent performance over time.

Create an agent performance report in Hubspot

If your account permissions allow, you can build a custom report focused on agent metrics.

Click Create report.
Choose a Single object or Custom report builder based on your needs.
Select Tickets and, if relevant, Conversations or Feedback submissions as data sources.
Add filters like ticket owner, date range, pipeline, and status.
Include properties such as time to first response, time to close, and ticket count.
Group results by ticket owner so you can compare agents side by side.

Once saved, you can pin this report to a dashboard and review it regularly with your team.

Build a Hubspot dashboard for service leaders

Dashboards make it easier for supervisors to see trends without opening multiple reports.

Navigate to Reports > Dashboards.
Click Create dashboard or edit an existing service dashboard.
Add widgets that highlight ticket volume, time to first response, time to close, and CSAT by agent.
Configure filters for date range, pipeline, and team so you can reuse the same layout in different contexts.

Share dashboards with team leaders so they can coach agents based on live data.

Filtering and segmenting data in Hubspot

Filters help you focus on the most relevant tickets, agents, and time frames.

Segment performance by team or pipeline

In many accounts, support is split into different teams or pipelines. Use filters to compare performance fairly.

Filter tickets by pipeline (e.g., Technical Support, Billing, Onboarding).
Filter by team or user to compare groups.
Apply date filters to review weekly, monthly, or quarterly performance.

This approach ensures you are comparing similar workloads when reviewing agent performance.

Drill down to individual tickets

When a metric stands out, you can drill down to see the underlying tickets.

From a report, click on the number that represents ticket count or time.
Review the list of tickets for that agent and time period.
Open specific tickets to see communication threads, delays, and internal notes.

Use this detail to coach agents or refine processes, such as internal escalation or automation rules.

Improving processes using Hubspot insights

Performance analysis is most valuable when you turn insights into action. Use what you see in reports to guide improvements.

Adjust workload and assignments

If certain agents have consistently higher ticket volume or slower resolution times, you might:

Rebalance ticket routing rules.
Use round-robin assignment where appropriate.
Route complex tickets to specialized teams.

Small adjustments here can significantly improve response time and agent satisfaction.

Optimize automation and SLAs in Hubspot

Use report data to refine automation and service level agreements.

Update workflows that assign or escalate tickets.
Adjust SLA goals for first response and resolution based on realistic benchmarks.
Trigger internal alerts when tickets exceed SLA thresholds.

Aligning automation with real-world performance helps agents stay on top of their workloads.

Best practices for ongoing analysis in Hubspot

To keep your customer support organization performing well, adopt a regular review rhythm.

Review dashboards weekly with team leaders.
Highlight top-performing agents and share their best practices.
Identify recurring issues and create knowledge base content to reduce ticket volume.
Track improvements across months to see the impact of process changes.

Consistent review helps your team move from reactive support to proactive service management.

Learn more and expand beyond Hubspot

For more detailed, product-specific instructions, refer directly to the official guide on analyzing customer agents’ performance in the Hubspot knowledge base: Analyze your customer agents’ performance.

If you need strategic help designing service operations, automation, or CRM architecture around your support data, you can also explore consulting resources such as Consultevo for broader CRM and support optimization services.

By combining clear reporting, thoughtful dashboards, and consistent coaching, you can use Hubspot to build a customer service operation that is transparent, efficient, and continually improving.

Need Help With Hubspot?

If you want expert help building, automating, or scaling your Hubspot , work with ConsultEvo, a team who has a decade of Hubspot experience.

Scale Hubspot

“`