Reports: Count only business hours in the "First Response Time" and "Average Resolution Time"
under review
Gerardo Salandra
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 hours
a contact is waiting for a reply or resolution.Vitaly Baum
Hey there! It can help us a lot to structure the team and their availability hours, please try to implement it asap
Carlos Gómez
Muy muy importante!
H
Heng CMD
when will this feature be available?
Y
Yihui Chan
Hi Heng CMD, we're still evaluating this feature and our priorities at the moment, but we'll share an update once we have a better idea on our plans.
H
Heng CMD
Yes pls
S
Shi Hui
S
Shweta Sharma
Provide option to filter report as per business hours
S
Shi Hui
Hi Xavier Delgado, do you mean you would want to be able to exclude like off business hour from the reports?
Gerardo Salandra
under review
C
Cuentas Ecuabots
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