Question: To assess individual performance on your customer service team, which of the following reports should you use?
- Ticket close total by rep
- Ticket totals over time
- Ticket totals by source
- Knowledge base article views
Explanation
The Ticket Close Total by Rep report in HubSpot Service Hub tracks the number of tickets each agent resolves, providing a direct measure of individual performance. It helps managers identify high-performing agents, areas needing improvement, and overall efficiency. Monitoring this metric supports workload management and ensures consistent customer service quality.
Why the other options are incorrect
Ticket totals over time: Shows overall volume trends, not individual agent performance.
Ticket totals by source: Indicates where tickets originate, unrelated to rep productivity.
Knowledge base article views: Measures self-service usage, not agent effectiveness.
Source for verification
HubSpot Service Hub Reporting on Tickets
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