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Pontus11
Pontus11
July 6, 2022
Question

Custom First Reply Time metric

  • July 6, 2022
  • 3 replies
  • 31 views

I want to report on First reply time for custom business hours, meaning not the global 8-17 we have set but a slightly more narrow interval (8.30 – 15.30 Monday to Thursday, Friday 9.00 - 15.00) . Is it possible to create a metric like this in Explore? 

    3 replies

    Brett Bowser
    Brett BowserCommunity Manager
    Community Manager
    July 6, 2022
    Hey Pontus,

    Have you set up these business hours in your Support account as mentioned here? Setting your schedule with business hours and holidays
     
    Once you have that set up then Explore will use that schedule for your business hours metrics. There's a First reply time - Business hours (min) metric you can use once you've set up your schedules in Support.
     
    I hope this helps!
     
     
     
    Pontus11
    Pontus11Author
    July 6, 2022

    Hello Brett,

    Indeed, business hours has been set up (8-17 Monday-Friday), however, I want to create an additional First reply time metric where we measure first reply within the brackets 8.30 – 15.30 Monday to Thursday and Friday 9.00 - 15.00). 

    Alex89
    Alex89Employee
    Employee
    July 12, 2022
    Hey Pontus,
     
    Unfortunately this is not possible natively in Explore, the only way would be to set up another schedule where you have it set to the hours that you are looking for and use the first reply time with business hours to get this information.
     
    Let me know if you have any further questions.
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