Business hours

Overview

Business hours is the time range you have set up in your Analytics section during which your team is expected to respond to customers. Business hours make your analytics more accurate, as some metrics, such as reply times, stop counting during your off-hours when your team is not working.


How it works

Features

  • Multiple Teams: Each team has its own business hours setting.
  • Time zone: The time zone for your business hours shows when you edit your business hours and is populated from the time zone of your computer settings.
  • Disable business hours: Follow these steps.
  • Access: A company admin must also be a team admin to change a team's business hours.

Examples

  • Your business hours are set for 9:00 AM - 5:00 PM and a message arrives at 4:30 PM. Your team replies the next day at 9:30 AM. Reply time will count as 1 hour.
  • Your business hours are set for 9:00AM - 5:00PM and a message arrives at 6:00 PM. Your team replies the next day at 9:30 AM. Reply time will count as 30 minutes.

Instructions

Enable business hours

Step 1

Open Front Analytics by clicking the Analytics icon on the bottom left of the screen. If you have multiple Teams, choose the desired team from the team selection dropdown.

Step 2

In the header of the report, click on the Edit business hours button. It will open the business hours menu showing your current business hours that are set up. If this is your first time setting up, then your business hours are turned off by default.

Step 3

As you click on the days of the week, the time selection for each day will appear for you to customize. You will also see the time zone that the hours are being set for.

 Step 4

Click Save when done.

Disable business hours

Step 1

Open Front Analytics by clicking the Analytics icon on the bottom left of the screen. If you have multiple Teams, choose the desired team from the team selection dropdown.

Step 2

In the header of the report, click on the Edit business hours button. It will open the business hours menu showing your current business hours that are set up. Click the Disable business hours button.

Step 3

You will see a confirmation screen asking whether you'd like to disable. After reading, if you'd still like to disable, then click the Disable business hours button to confirm.


FAQ

How about teams in multiple time zones?

If you have teams in multiple time zones, set business hours to include other locations to ensure their data is captured. For instance, if your team covers both EST and PST time zones from 9:00 AM - 5:00 PM respectively, but you are based in PST, then set business hours from 6:00 AM - 5:00 PM to cover all working times.

What if I respond outside of business hours?

When business hours are set, hours that fall outside of them will not count towards reply/handle times, giving you a clearer picture of how your teammates are performing. Keep in mind that if you deactivate Saturday and Sunday, but respond on Sunday to a message received on Saturday, the response time for that conversation will be 0 (because 0 business hours passed between its receipt and handling).

Will changing business hours change analytics?

For performance reasons, business hours are applied every time you receive or send a message. This means that if you edit your business hours, it won't change the reply time of past messages. It will only affect future conversations.

What about Shifts in different time zones?

If you use the Shifts feature for teams that work across multiple timezones, teammate analytics will calculate activities based on their defined shifts, even if it's outside of the team's business hours. Teammates who do not have a shift defined will fallback to having their analytics activities calculate based on the team's business hours.

How can I see volume inside vs. outside business hours?

Use an analytics messages export and filter by the message date/time within the export to see how many came in during a certain time.


Pricing

This feature is available on the Prime plan or above. Some legacy plans with different names may also have this feature.

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