How can I report on first reply time in business hours, for example from Monday to Friday?

Question

Can the first reply time reply take into account business hours in Explore?

Answer

Yes, you can report on first reply time within business hours. Use the Support - Tickets dataset as well as the First reply time - Business hours (min) metric in your report. See this article: Explore recipe: Reporting on first reply time.

Additional Service Level Agreement metrics target business hours. For more information, see this article: Metrics and attributes for Zendesk Support.