Use customer agent deployment recommendations

Use personalized deployment recommendations to identify the channels where the customer agent can provide the most value. Recommendations are based on your conversation volume, response time, unassigned conversations, SLA adherence, and historical conversation trends.

Use case

Sprocket Co. misses nearly half of its live chat conversations when its team is unavailable. Deployment recommendations suggest deploying the customer agent with 50% conversation coverage to help answer routine questions after hours, reduce unassigned conversations, and give representatives more time to focus on complex issues.

Before you get started

• Before deploying the customer agent, learn more about the best practices for deploying the customer agent.
• A channel must have at least 30 conversations per month to receive a recommendation.

• Channels where the customer agent is already deployed aren't included in deployment recommendations.

Review deployment recommendations

1. In your HubSpot account, click More, then navigate to Service > Customer Agent. If More doesn't appear in your account, navigate to Service > Customer Agent directly.
2. In the left sidebar menu, click Deploy > Channels.
3. In the Recommended channels for deployment section, review the following metrics:
   • Total volume: the average number of conversations per month, based on the previous 90 days.
   • After-hours traffic: the percentage of conversations received outside your configured office hours. If office hours aren't configured, default hours of Monday-Friday, 9:00 AM to 5:00 PM in your local time are used.
   • Conversations unassigned: the percentage of conversations that took more than 10 minutes to assign or were never assigned.
   • Response time: the average time between an incoming message and the first human response. Automatic responses shorter than 30 seconds for email or 5 seconds for chat aren't included.
   • Recommended coverage: the estimated percentage of conversations the customer agent could handle.
   • SLA adherence: the percentage of conversations that met your configured help desk SLAs or inbox SLAs. If you haven't set up SLAs, a benchmark of four hours for email or 10 minutes for chat is used by default.
     
     
     

4. Each recommendation includes a badge that summarizes the primary signal behind it:

   • Risk: an issue the customer agent may help address, such as long after-hours response times or a high rate of unassigned conversations.
   • Opportunity: a signal the customer agent may build on, such as high conversation volume.
     
     
     
5. Click the channel to view a detailed breakdown of the deployment recommendation and supporting data.
6. Click Impact breakdown to compare the current and recommended configurations.
   
   
   

7. To deploy the customer agent to a recommended channel, enter the channel's working hours, conversation coverage, and assignment rules.

8. Click Deploy.

Learn more about assigning the customer agent to channels.