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 exclude 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.