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
Best answer by Daniel M15
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 👇
Hope this helps! 🙌
- Employee
- 240 replies
- Answer
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 👇
Hope this helps! 🙌
Reply
Most helpful members this week
Join the Intercom Community 🎉
Already have an account? Login
Login to the community
No account yet? Create an account
Intercom Customers and Employees
Log in with SSOEnter your E-mail address. We'll send you an e-mail with instructions to reset your password.