Where are business schedules considered?
а. In the main reop in the admin account. These are the metrics that relate to speed:
first response time (subsections "Time metrics" and "Leaderboard");
resolution time (subsections "Time metrics" and "Leaderboard").
b. In the brief reports in the administrator and agent accounts.
c. In the All cases list export (CSV/XLS) from the agent's account.
How are business schedules calculated?
Let's assume that you have a customer support team working Monday through Friday from 10:00 to 21:00. Let's review three possible scenarios:
if a customer wrote during business hours late Friday and an agent didn't respond until Monday morning, we count Friday and Monday business schedules, omitting all non-business hours;
if a customer wrote during business hours late Friday and an agent responded on Saturday, we count only business hours, ignoring non-business hours;
if a customer writes during non-business hours on Saturday morning and an agent responds on Saturday lunchtime, we will not include this time in the speed metrics, but we will include the response itself in other metrics (first response, total number of responses, closing).
In a situation when a customer writes during non-business hours and an agent responds during non-business hours, we do not take speed indicators into account. The logic is as follows: an agent does not always respond as quickly during non-business hours as he or she does during business hours, so if we take into account the agent's performance during non-business hours, his or her reports will only get worse.
If an agent occasionally responds during non-business hours, we only take into account the part (between receipt and response) that was during the business schedule.
If an agent often works during non-business hours and responds quickly, we can basically remove business hours so that the response time and resolution time are always counted by calendar time.
(!) The reports are calculated according to the current business schedule settings: if you change the business schedule settings and view the reports, the data will be recalculated.
Are sets of business schedules supported?
Yes, of course. If you have a set of business schedules for a group and a separate one for an agent, then when calculating the speed of the first response, we look at what parameters are set for viewing reports. Thus, when displaying reports for this agent, we take into account his/her business schedule, as it has a higher priority than the group's business schedule.