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 |
| ☑️ 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 |
| 🔲 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 |
| ☑️ 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 |
| 🔲 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 started by the user outside office hours and the teammate replies outside of 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.
That is, if the time period from the user's reply to the teammate's first response spans any time in office hours, that time in office hours will count towards the first response time in office hours metric.
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.
As another example, if a user starts a conversation at 7am, your office hours starts at 9.00am and a teammate replies at 9.05am then the first response time is 5 minutes.
💡Tip
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