First Reply Time - reporting for hours we are closed

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  • Brett - Community Manager
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    Hi Cheadle,

    There's actually a built-in [Biz Hrs] First Reply Time (min) [Mdn] metric available that will take into account the business hours you've set up on your account. Have you checked out that metric to see if that gets you the results you're looking for?

    More information on available metrics can be found here: Insights metrics reference (Professional and Enterprise)

    Let me know if you have any other questions.

    Cheers!

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