Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Explore can measure in business hours instead of calendar hours, which changes what your response times mean.
Use the business hours version
- Open your report in Explore.
- Where you have chosen a duration metric, look for the business hours variant of it.
- Swap it in and compare the two.
Most duration metrics come in both forms. They sit next to each other in the list and the names differ by a couple of words, which is easy to miss.
Why the difference is large
A ticket arriving at five on Friday and answered at nine on Monday is 64 calendar hours and about one business hour. Neither number is wrong; they answer different questions.
- Calendar hours answer what the customer experienced.
- Business hours answer how quickly your team worked.
Report both, to different people
Team performance belongs in business hours, because holding agents to time nobody was working is meaningless. Customer experience belongs in calendar hours, because that is what your customer actually waited.
A dashboard showing only business hours can look excellent while customers are waiting three days. That gap is worth seeing rather than smoothing.
It needs a schedule
Business hours metrics measure against the schedule the ticket carried. Tickets from before you created a schedule, or without one applied, do not report meaningfully in business hours.
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