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.