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Using office hours in reporting
Using office hours in reporting
Ivan avatar
Written by Ivan
Updated over a week ago

Note:

  • Inclusion of office hours in pre-built reports is controlled by setting your default office hours.

  • Custom reports allow you to include office hours at the chart level so they don't use this setting.

  • Your office hours setup determines which hours are used to calculate reporting metrics:

    • If you have custom office hours set up for different teams, this will only impact the 3 team inbox metrics.

    • All other time based metrics will use the default office hours for the workspace. This includes teammate metrics, as teammates can be members of many teams.


Pre-built reports

In Intercom's pre-built reports, the inclusion of office hours in time-based metrics is controlled by your default office hours which can be set in the Messenger. The checkbox here allows you to select the use of office hours for reporting metrics.

Each chart with a time-based metric in a pre-built report features a tooltip that indicates whether the metrics are being calculated within the set office hours or not.

Three types of office hours settings

Depending on your requirements, you can opt for one of the three types of office hours settings:

  • No office hours (24/7): No metrics are calculated using office hours.

  • Default office hours: Used for all metrics except team-based metrics (FRT, SRT, TTC) if a team has their own custom office hours set.

  • Custom office hours: Only used for team-based metrics (FRT, SRT, TTC). If a team doesn't have custom office hours, the default office hours will be used.

See examples in the table below.

Custom Reports

In Custom Reports, you can control whether office hours are included in metric calculations at the individual chart level, independent of the default office hours you've set in the Messenger.

This Within office hours checkbox is available for the following metrics:

  • First Response Time

  • Response Time

  • Time from First Assignment to Close

  • Time to Close

  • Teammate First Response Time

  • Teammate Subsequent Response Time

  • Teammate Time to Close

  • Teammate Handling Time

  • Team First Response Time

  • Team Subsequent Response Time

  • Team Time to Close

We always calculate durations using the office hours in effect at the time of the endpoint. For example, for First Response Time, we use the office hours in effect at the time of the first response, and not when the conversation started. So if office hours are changed before a first response, those new office hours would be used to determine the First Response Time.


How it works

Here are some practical examples to illustrate how office hours affect various metrics.

Metric Group

Metrics

Office Hours checkbox

How it works

Conversation Metrics

  • First Response Time

  • Response Time

  • Time from first assignment to close

  • Time to Close

☑️ Checked

Uses default global office hours

When the 'within office hours' checkbox is selected for these metrics, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations.

For example, consider a workspace with default office hours set from Monday to Friday, 9 am to 5 pm. If an end user initiates a conversation on Monday at 8 am, and the conversation gets assigned to Team A at 10 am, with the first response provided by a team member at 10:15 am, the first response time for this metric will be calculated as 1 hour and 15 minutes. This calculation excludes the hour from 8 am to 9 am, as it falls outside the customer's Mon-Fri 9 am to 5 pm default office hours.

Note: If the global default office hour is set to 24/7, then it will not exclude any hours as per definition.

Conversation Metrics

  • First Response Time

  • Response Time

  • Time from first assignment to close

  • Time to Close

🔲 Unchecked

Uses no office hours

When the 'within office hours' checkbox is unchecked for these metrics, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.

For example, the same workspace with default office hours set from Monday to Friday, 9 am to 5 pm. If an end user initiates a conversation on Monday at 8 am, and the conversation gets assigned to Team A at 10 am, with the first response provided by a team member at 10:15 am, the first response time for this metric will be calculated as 2 hour and 15 minutes, including the time from 8 am to 9 am.

Teammate Metrics

  • Teammate First Response Time

  • Teammate Subsequent Response Time

  • Teammate Time to close

  • Teammate handling time

☑️ Checked

Uses default global office hours

When the 'within office hours' checkbox is selected for these metrics, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations.

For example, consider a workspace with default office hours set from Monday to Friday, 9 am to 5 pm. If an end user initiates a conversation on Monday at 8 am, and the conversation gets assigned to Teammate at 8:30 am, with the first response provided by a teammate at 10:30am, the first response time for this metric will be calculated as 1 hour and 30 minutes. This calculation excludes the hour from 8:30am to 9 am, as it falls outside the customer's Mon-Fri 9 am to 5 pm default office hours.

Note: If the global default office hour is set to 24/7, then it will not exclude any hours as per definition.

Teammate Metrics

  • Teammate First Response Time

  • Teammate Subsequent Response Time

  • Teammate Time to close

  • Teammate handling time

🔲 Unchecked

Uses no office hours

When the 'within office hours' checkbox is unchecked for these metrics, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.

For example, consider a workspace with default office hours set from Monday to Friday, 9 am to 5 pm. If an end user initiates a conversation on Monday at 8 am, and the conversation gets assigned to Teammate at 8:30 am, with the first response provided by a teammate at 10:30am, the first response time for this metric will be calculated as 2 hours.

Important: When reporting within office hours, if any conversations are replied to outside your office hours, the response time metrics for any responses sent outside of your office hours will not be calculated in the responsiveness report and the stats will appear blank if you export the csv file.

For example if a teammate replies to a conversation at 8am and your office hours start at 9am, the first response time will be zero and this response will not contribute to your median/average response time for the conversation. Only replies sent within office hours are counted.


💡Tip

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