Does the first reply time reply take into account business hours? Can I report on first reply time from 8 am to 6 pm, Monday to Friday?
The first reply time in Zendesk is calculated in calendar hours and business hours. Both results are stored with the ticket data.
To report on the first reply time within business hours, search for metrics that contain Business hours in their title, for example, First reply time - Business hours (min).
Business hours vary according to the parameters set in the schedule of your account. If your schedule accounts for work between Monday to Friday, from 8 am to 6 pm each day, then when reporting use metrics or attributes that explicitly say Business hours.
For more information about reporting on first reply time, see the article: Explore recipe: Reporting on first reply time.