When you set business hours, timetoreply only counts time inside those hours. This applies to:
- Average First Reply Time
- Average Overall Reply Time
- Average Time To Forward
- Average Time To Close
For Time To Close, hours are chosen for each conversation. If one mailbox sent the emails in that conversation, that mailbox’s business hours and time zone are used. A mailbox with no hours of its own uses your company hours. If no mailbox sent them, or more than one did, your company-wide business hours and company time zone are used.
Reports show reply times both ways: With Business Hours and Ignoring Business Hours.
Example
Section titled “Example”Your business hours are Monday to Friday, 9:00am to 5:00pm.
- An email arrives at 8:30am on Monday.
- Your agent replies at 9:15am.
45 minutes passed in real time, but only 15 of them were inside business hours (9:00am to 9:15am). timetoreply records a 15-minute reply time.
Why some reply times say 00:00:00
Section titled “Why some reply times say 00:00:00”A reply time of 00:00:00 means the email arrived and was replied to outside business hours. No business-hours time passed in between, so agents aren’t penalised for replying out of hours.
These 00:00:00 reply times are included in your reply time averages as zero.
Change business hours for your account
Section titled “Change business hours for your account”- Click your name in the bottom-left corner and select Settings.
- Click Business Hours. Your current hours are listed. A range such as Mondays - Fridays is one row.
- Under Add Business Hours, choose the days (for example Mondays - Fridays, All Days or a single day), the from time and the to time.
- Click Add.
To remove a row, click the trash icon next to it.
Change business hours for one mailbox
Section titled “Change business hours for one mailbox”Use this when teams or regions work different hours. A mailbox’s own business hours replace your company’s business hours for that mailbox.
- Click Entities in the bottom-left corner and go to Mailboxes.
- Click the ⋮ menu on the mailbox’s row and select Edit.
- Under Add Business Hours, choose the days and times, then click Add.
Reply times for a mailbox are always worked out in that mailbox’s time zone, using its own business hours if it has them.
Track reply times 24/7
Section titled “Track reply times 24/7”To count all time, add business hours for All Days from 00:00 to 24:00, and remove any other rows.
This only changes mailboxes that use your company’s business hours. If a mailbox has its own business hours, change them to All Days, 00:00 to 24:00 too, or remove them so the mailbox uses the company hours.