Once you have Business Hours set up your Response Times will be a lot more accurate (and hopefully faster!). However, if you have any members of your Team working in a different time zone you might notice their response times are not looking so accurate.

At the moment we can’t set different Business Hours for different Team Members, but we do have a simple workaround for this.

For example, let's say you have a team with two offices, one in London and the other in New York. In London they work 09:00 - 18:00 and in New York they work 08:00 - 17:00. To see the response times for each team with the correct Business Hours applied, you will need to generate a separate report for each team.

Here's how you can do this.

To generate a report for the London team:

Go to Settings and make sure your timezone is set to ‘Europe/London’.
Check your Business Hours match the London team: 09:00 - 18:00.
Remember to Save any changes made.
Select only your London team members to be included in your report.
Export the report to CSV or make a note of the metrics.



To generate a report for the New York team:

Go to Settings and change your timezone to New York which is ‘EST5EDT’.
Change your Business Hours to match the New York team’s; 08:00 - 17:00.
Remember to Save your changes!
Select only your New York team members to be included in this report.
Export the report or make notes and compare your results.



Please make sure to set your timezone and Business Hours back to the correct times once you're done.

Just remember to change your Settings (timezone & Business Hours) to match those of the Team Member's you want to analyse and include only those members in your report.
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