Reports: Count only business hours in the "First Response Time", "Average Resolution Time" and "Assigned Time"
under review
Gerardo Salandra
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 hoursa contact is waiting for a reply or resolution.
N
Nabilah Binti Salleh
Merged in a post:
Reports: Start counting 'assigned time' only during business hours
C
CS Pupha
Business Problem
Our business workflow involves assigning tickets before business hours to prepare responses; however, we only respond to customers during our official business hours.
Platform Problem
In the Reports module, it counts assigned time before business hours.
Desired Outcome
In the Reports module, to count 'assigned time' after business hours, even if the assignment was done outside business hours.
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
CEO & Founder (Naftali Seri)
it is very important for our company, we currently checking each chat for real-time for "First Response Time" and "Average Resolution Time"
Load More
→