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  • Hi, we noticed customers use *** intercom-mail.com to send direct messages to our team while they are OOO. It seems that this impact our FRT because those conversations are handled the following day. Do you have any workaround? We cannot use reassign
Hi, we noticed customers use *** intercom-mail.com to send direct messages to our team while they are OOO. It seems that this impact our FRT because those conversations are handled the following day. Do you have any workaround? We cannot use reassign mode

Hey @user1349​! Daniel from Customer Support Engineering here 🔧 

 

When you have "Calculate your team’s response metrics within office hours only" enabled in your Office Hours settings, we will only count the firs response time within those office hours. Enabling this setting will prevent your FRT metrics from being skewed when a user emails in outside of these hours 👇

 

image (6) 

Hope this helps! 🙌

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