Business Hours / Shifts

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If your team covers both EST and PST time zones from 9:00 AM - 5:00 PM respectively, but you are based in PST set business hours from 6:00 AM - 5:00 PM to cover all working times

• Time zones: Business hours should be defined to your current time zone. If you have teams in multiple time zones, set business hours to include other locations to ensure their data is captured

• Responding outside of business hours: When business hours are set, hours that fall outside of them will not count towards response and 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).

• No retroactivity: 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 response time of past messages. It will only affect future conversations.

• Setting Shifts to support 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. Read more about Front's Shifts feature here.