Hey @shane f​, for agent response time, the "clock is started" once a customer has completed your defined bot flow and the conversation has been assigned to a team or teammate inbox (or your Unassigned inbox) from the bot inbox.

Great, thanks Eric

So median first response time does not take into account 'business hours' in Intercom?

Ex: A ticket is opened at 2am and gets assigned to a team or inbox within minutes, you start counting response time from 2am but our team only starts at 9am

That's entirely up to you, @james s11​! When you've set your office hours in your Messenger settings, you can also select to only calculate your reports within office hours, excluding any time outside these.