Specifically, if we changed the hours to say, remove a Monday, would we see that accommodated in the MRT stats, etc. going forward? Or would setting it for one week, and then reverting them, negate the Office Hours/MRT calculations?

Just got confirmation from the team and yes it should take into account the office hours(that is it should exclude for Wednesday when it was closed )

Hey @adam w11! Yes, it would. The charts show the First Response Time (FRT) grouped by conversation creation date. So, even though we only count the time within office hours (when 'Calculate your team’s response metrics within office hours only' has been enabled inOffice Hours settings), this will be displayed on the chart according to the time the conversation was created.For Example -A conversation is created at 4am GMT, but office hours are set to 9am - 6pm GMT. The conversation receives a first reply at 9:30am GMT. Reporting will show a 30min FRT for this particular conversation that was created at 4am, because it was answered 30mins after office hours started

If we switch up our Office Hours to cope with holidays, will they reflect in the reporting?

If we switch up our Office Hours to cope with holidays, will they reflect in the reporting? | Community

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