Track team response metrics within office hours only - per market

Hi ​@Dovile Einikyte!

We set up Teams with custom office hours and then filter by Teams when looking at the reports.

Hi ​@ChelseaRentPrep just hopping in as I’m the main Reporting owner in Dovile’s team. 

I think there may have been a misunderstanding here - we are aware of how to filter by team, but regardless of how you filter, when you have response times set to be calculated within office hours only, Intercom only uses the Default set of office hours, and is currently not able to use custom office hours set up per team / market. 

I’ve included a screenshot of the Help Centre article that explains this. What we are asking for is the ability to choose which set of custom office hours are applied to the response time metrics so we can fairly measure all international markets which operate within different schedules. 

​@Rebecca Luttig thanks for clarifying and sending the screenshot! When looking into this a little deeper, I realized we use a different response time metric. We use the team assignment to first response metric, which uses team specific custom hours instead of the default workspace hours. The metric is obviously different than the one you sent, and measures from the time a conversation is assigned to a team instead of when the conversations starts, but we prefer this. We use a Fin first approach and then have a heavy Team routing workflow if Fin cannot resolve. This metric allows us to measure our human first response time, by Team, after Fin escalates.

I do see the value in your suggestion for custom hours for the general First Response Metric! Maybe the Intercom Team will chime in with another workaround/suggestion, or I have also found Fin to be extremely helpful (I chat with him often! lol)

Hi ​@Dovile Einikyte ,

I'm using reports to calculate every teammate's KPI, but I have the same difficulties with specific market office hours.

Metrics I'm using:

• "First response Time" view by Teammate first replied.
• "Time to close, Bot inbox time excluded" view by Teammate currently asssigned.

I checked "Within office hours", but it uses the default office hours. So if the default is based on the French market office hours, I can't get the real metrics for teammates based in the US, for example.

I see that in six months this suggestion has not been taken into account. How are you currently handling this?

​@LauraF We’re investing significant time in building our own AWT calculation coding in an external data analysis tool, since as you can see here there were no real solutions to this problem.