Business Problem
Businesses have business hours and time-based reports are important to have a view of agent/team productivity and efficiency.
Platform Problem
  • "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.
  • "Assigned time" is calculated from outside of business hours (if assigned outside of business hours).
Desired Outcome
  • Add an option to exclude the hours outside of business hours from the time-based reports.
  • Adding this as an option to only include business hours from this calculation could help businesses get an accurate representation of how many
    business hours
    a contact is waiting for a reply or resolution.