Analytics now has a Business hours only switch. When it is on, First Response Time and Resolution Time count only the working hours you have set for each brand, so nights and weekends no longer inflate your response times.
A ticket that arrives on Friday evening and is answered on Monday morning used to show a response time of more than two days, even if your team was off all weekend. With the switch on, only the time inside your configured working hours is counted. Turn it off to see raw clock time instead.
The switch is on by default, so your First Response Time and Resolution Time can look lower than before. Nothing was lost: switch it off to see the same figures as raw clock time.
On each page, the Business hours only switch sits next to the date picker. Ticket Summary is the page where the time change is easiest to see.
Each conversation is measured against the working hours and time zone of its own brand, so accounts with brands in different time zones get the right result for each brand. If a brand has no working hours set, its conversations are counted in raw clock time. Holidays are not taken out of the calculation. The CSV export includes both the raw and the business-hours columns, whatever the switch shows.
No separate setup is needed if your working hours are already set. For how to set them, see the related guide Business Hours – Configure Your Working Hours.
