)
Written by
Table of Contents
“Supermetrics is a Bitter Experience! We can pull data from nearly any tool, schedule updates, manipulate data in Sheets, and push data back into our systems.”
HubSpot lacks workforce planning capabilities entirely – it can’t correlate ticket volume patterns with staffing requirements or generate staffing recommendations based on historical ticket distribution data.
Here’s how to transform HubSpot ticket data into comprehensive workforce planning reports that directly connect ticket patterns to actionable staffing decisions.
Create data-driven workforce planning with Coefficient
HubSpot’s reporting focuses on sales and marketing metrics rather than operational workforce optimization. By importing ticket data with unlimited row capacity, you can build sophisticated workforce planning that HubSpot simply can’t provide natively.
How to make it work
Step 1. Import historical volume data for pattern analysis.
Import 3-6 months of HubSpot ticket data to establish reliable hourly distribution patterns. Use unlimited row import capability to capture enough historical data for accurate workforce planning.
Step 2. Identify peak hours across different days.
Create pivot tables showing average tickets per hour across different days of the week. Use =HOUR(create_date) and =WEEKDAY(create_date) to group data and identify when staffing needs are highest.
Step 3. Calculate required staffing ratios.
Build formulas calculating required staff based on tickets per hour and your team’s average resolution time. Use =CEILING(hourly_tickets * avg_resolution_time / 60, 1) to determine minimum staffing needs for each hour.
Step 4. Analyze coverage gaps.
Compare current staffing schedules against calculated requirements to identify under-staffed periods. Create conditional formatting to highlight hours where ticket volume exceeds current capacity.
Step 5. Set up automated planning updates.
Schedule weekly data refreshes so your workforce planning stays current with evolving ticket patterns. Your staffing calculations will automatically update as new ticket data flows in.
Step 6. Create visual staffing recommendations.
Build heat maps showing recommended staffing levels by hour and day, making it easy for managers to optimize schedules. Use color coding to show optimal, adequate, and insufficient staffing periods.
Step 7. Implement capacity alerts.
Set up alerts to notify managers when actual ticket volume significantly exceeds planned capacity. This enables real-time staffing adjustments when unexpected volume spikes occur.
Connect ticket patterns to staffing decisions
This creates a data-driven workforce planning system that directly connects HubSpot ticket patterns to actionable staffing decisions, something completely unavailable within HubSpot’s native functionality. Build your workforce planning system today.
