Plan requirement
| Subscription | Suite Professional or higher, Explore 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.
- Search the metric list for Business hours. Every variant carries those words in its name, under the group Duration between events - Business hours.
- Swap it in and compare the two.
Most duration metrics come in both forms, and the naming is consistent enough to rely on: First reply time (sec) against First reply time - Business hours (sec).
One trap in that pair. The plain First reply time (sec) ignores your messaging business hours and your live chat operating hours, so on those channels it is not measuring what you set up. The business hours variant is the one that respects them.
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 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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