How are you measuring team responsiveness across regions?

Question

So, I've been on a bit of a journey over the past couple of months, trying to understand why some weird and whacky results were coming out of our different teams, specifically around Response Times and First Response Times.  TL; DR: We need to find a way to parse out the times for each regional team that accounts for their responsiveness within their assigned, core hours. Any ideas?  ---------------------------------------------------------------For those interested, the background is below: Our default Office Hours were set up to cover these times (in AEST):Monday 08:30-23:59Tuesday-Friday 00:00-23:59Saturday 00:00-11:00  In addition, each regional team (APAC, AMER, EMEA) also had local hours that covered roughly 09:00-17:00 Mon-Fri. However, when we took a deep dive into the data, we were seeing big outliers where the FRT and RT would be way off. Luckily a few of these were unique enough that we could filter and see that essentially, unless the contact came in outside of the default Office Hours, it was deemed to have been within active time, regardless of team/region assigned.  This isn't something we knew and thought that creating discrete, office hours for each regional team, would not only inform customers when to expect a response (via chat) but also ensure we weren't dinging the teams on their KPIs for conversations that come through after hours in their region. This isn't how it works though. Instead, the "response time clock" only pauses when the Default Office Hours do. So, Monday morning will always be bad for the EMEA (GMT/BST) and AMER (PST/PDT) teams as their customers may email in after-hours over the weekend, but the response time will begin to clock up as soon as APAC comes online.  So...how are you all solving this? ⏳

Aparna · Accepted Answer

Hey Adam!  I totally see where you are coming from. I'm afraid our reporting only works within the workspace's main office hours. Right now, it currently does not support and include team level office hours. &#128532;. You can add this as a feature request on the product wishlist page

Jana · Answer

For what it’s worth, we are having a similar issue. There is one inbox for the global Sales team, and one global set of office hours. However, reporting still needs to be accurate on regional level - and not all reps can handle all requests (eg when it is specific to a region they do not cover).

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