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  • Molly
    Zendesk Customer Success

    Hi Uriel,

    Depending on exactly what you're looking for, you might be just be able to add a time filter that filters out the non working days and hours in your report or query. You can do this on either platform using filters like Day of Week and Hour of Day. There are also several default metrics in either platform that include the business hours parameters already, although I'm not certain if any would capture your exact ask.

    As far as creating custom metrics, in Explore we do have a good guide for this here: Explore recipe: Filtering queries by business hours 

    Using that guide, you can modify the default metrics like Unsolved tickets time since update (hrs) to exclude non-working hours or create your own from scratch. More on creating calculated metrics here: Creating standard calculated metrics and attributes


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