The Working Hours filter allows you to analyze your team’s performance based only on the hours when your team is actually working. This ensures that metrics reflect real response times during business hours, rather than including nights or weekends.
Step 1 – Set up your working hours
Before using this filter, you need to define your company’s working hours.
You can do this in your Working Hours settings.
Step 2 – Apply the filter in performance reports
Once your working hours are set, go to your Performance reports.
At the top-right of the page, you’ll find a toggle to enable “Filter by working hours.”
The working hours filter only affects three performance metrics:
- First Response Time
- Response Time
- Closing Time
However, the impact is slightly different for each metric:
- First Response Time → recalculated for all past and current data, based on the working hours you’ve defined.
- Response Time and Closing Time → calculated using working hours only from the moment the filter is enabled onward. Historical data for these two metrics is not recalculated.