Reports: Count only business hours in the "First Response Time" and "Average Resolution Time"
Add an option to exclude the hours outside of business hours from the time-based reports.
Because "First Response Time" and "Average Resolution Time" are calculated based on the moment that the conversation started, businesses that don't offer support outside of business hours tend to see very high times in the morning.
E.g. If a contact messages the business at 7 pm, but the business only replies from 9 am to 5 pm. Even if the agent answers at 9 am sharp (first thing in the morning), the "First Response Time" would be 14:00 hours.
Adding an option to only include business hours from this calculation could help businesses get an accurate representation of how many
business hoursa contact is waiting for a reply or resolution.
Provide option to filter report as per business hours
Hi Xavier Delgado, do you mean you would want to be able to exclude like off business hour from the reports?
marked this post as
Add "Time since assigned" option in reports. This is the metric we need to evaluate user´s performance. To measure from the moment a conversation opens its great for evaluating overall group performance, but not individual performance. Please add this option