Does the first reply time reply take into account business hours?

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9 Comments

  • Chandra Robrock
    Community Moderator

    Hi Lou Freitas - Apologies for the confusion! I thought you were asking whether you could use this attribute filter rather than creating a new standard calculated metric as Brett Bowser suggested.

    Based on your screenshot, I see that this particular attribute is listed under the Calculated Attributes section, which would mean that this is an attribute that your team has created. As a result, I'm afraid I'm unable to provide any clarity in terms of whether this particular attribute would work for the specific use case described in this thread.

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  • Rachel Johnsen

    Hey there, 

     

    I set our agent schedules for 9am - 5:30pm, however, but I arrived there was no schedule set. When I pull data from before the schedule was set, will the new schedule apply to it? 

    For example: if I set the schedule in 2020, but pulled First Reply Times from 2019, would the schedule be applied to it after the fact? 

     

    Thanks for your help,

    Rachel

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  • Rachel Johnsen

    Thank you Chandra Robrock!

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  • Lou Freitas

    I don't have a question, I was providing another possible solution to the question that was asked.

    It's just an easier way to filter data by business hours… I didn't create any custom attribute, this option was here. I would think the only requirement to see this filter, would be to set your company's schedule so that Zendesk knows what your business hours are.

    Once you do that, this filter should show up as soon as you start typing out business hours, see below

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  • Lou Freitas

    Couldnt you just add a filter to whatever query you are creating?

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Sarah,

    First reply time brackets will use calendar hours, however, you can clone this metric in Explore and in the formula switch First reply time (min) with First reply time - Business Hours (min). Check out Creating Standard Calculated Metrics for more information on how to create your own metric :)

    I hope this helps!

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  • Sarah

    Hello,

     

    Is the metric "First reply time brackets" calculated in calendar hours or business hours ?

    If its calendar, is it possible to change that?

     

    Thank you!

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  • Chandra Robrock
    Community Moderator

    Hi Lou Freitas - I believe the 'business hours' filter you're referring to might be a custom attribute that was created by your team as I'm unable to locate this particular filter on my end. Is that correct?

    If so, would you mind sharing a screenshot which shows how this 'business hours' attribute was setup so that we can more directly answer your question?

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  • Chandra Robrock
    Community Moderator

    Hi Rachel Johnsen - Unfortunately, there wouldn't be way to retroactively report on response times based on business hours before the Schedule was setup in Zendesk. However, you can definitely report on 2019 response times based on calendar hours. 

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