With Business Hours, you set up a range of hours and days where your response time is tracked. 

Outside of these hours, response times will be counted as 0 minutes, 0 seconds. The number of Sent and Received emails will still be included.

This gives you an accurate picture of how long is being taken to reply to emails within the specified hours.

You can find your Business Hours options in the Settings page -

By default, Business Hours are not enabled, so you will have to set them up if you want them to be applied.


Activate the Business Hours slider to begin setting up your Days and Hours:



They are automatically populated with 08:00 - 17:00, Monday - Friday, which you can edit.

Choose the start and end time of your working hours. You can toggle whether a day is included by clicking on it (it will turn blue when chosen).

You can enter different hours for different days, for example if your team works:

08:00 - 17:00, Monday - Friday 

as well as 

08:00 - 12:00 on Saturdays

You could apply the following:



Make sure you click "Save" to apply your settings!
You will see a confirmation message:



If you have any issues selecting time frames, plase ensure there are no duplicates:



Once your settings have been applied, you will see a reminder of this above your Response Time metrics. Your charts and metrics will be regenerated to match the new times you have chosen.:



You will also see a reminder when they have not been set up:



FAQs

Q: What happens when I reply to an email after business hours, which was received during business hours?

We only count the time that happened during your work hours. For example, if your work hours are set from 08:00 to 17:00, if you receive an email at 1pm and answer at 9pm, the response time is still 4 hours.

Q: What if it was received before the start of my business hours for the day, and replied after?

Same answer. For example, if your work hours are set from 08:00 to 17:00, if you receive an email at 7am and answer at 9pm, the response time is still 9 hours.

Q: What happens if I receive an email after the end of my Business Hours, and then reply before the start of the following days' business hours?

As this happened outside of business hours, and no time included in the set business hours has been included, the response time for these emails is counted as 0 seconds.

Q: Are my Business Hours set to all members of my Team?

Your Team members cannot see the Business Hours you set, and they will be able to apply their own business hours which they can use to analyse their own response time, but this will not affect the Business Hours which you have set up for your own analysis.
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