Agorapulse allows users to define their Business hours, in order to assist with the calculation of average response time. More information on how we calculate average response time is available here.
Configuring customizable Business hours allows for accurate and actionable insights into team performance, regardless of location or working hours.
In this article we will outline:
Please Note: Customizable Business Hours are available on our Tailored plan. If you would like to change your plan to access this feature, feel free to reach out to us here.
How to configure Business hours
Business hours are configured within the Organization settings (or per Workspace if Workspaces are enabled). Multiple sets of Business hours can be configured.
Please Note: Only a user with Owner or Manager permissions can access the Business hours settings and create/apply Business hours.
To configure Business hours for your organization:
Click on your avatar on the bottom left of the screen
Select Organization settings
Click on the Business hours sub-menu
Click on the +Create icon
Enter the Timezone settings
This can be set automatically by the user's timezone or can be manually definedToggle on each day that is within your working hours
Select the working hours next to each day of the week
Press Save when complete
How to apply Business hours to team members
Once all relevant Business hours have been configured for an organization, they can then be assigned to specific team members. Only one set of Business hours may be applied to a team member.
To apply Business hours to a team member while in the Business hours sub-menu:
Click on the drop-down next to a team members name
Select a set of Business hours from the drop-down
Click Save when all Business hours have been applied
Please Note: Applying business hours to a team member is not retroactive. Average response times for replies sent before applying business hours will not be affected.
How do Business hours affect the average response time calculation?
The average response time is a metric within the Community Management Report that assists with assessing team performance in the Inbox. Below we will outline several scenarios that exemplify how Business hours can assist with accurate response time calculation.
Scenario 1: A message is received during Business hours
If an item (a comment or message) is received and replied to during the Business hours of a team member, the response time is the difference between when the item was received and when the reply was sent.
Scenario 2: A message is received and replied to with non-Business hours in between
If an item was received on Day 1 and a reply was sent on Day 2, we will calculate the average response time as the total response time subtracted by the amount out time out of Business hours.
The visual below shows these examples on a timeline:
Scenario 3: A message is received and replied to during non-Business hours
If an item is received and replied to outside of Business hours, the reply is not taken into account in the average response time calculation.
The visual below shows this example on a timeline:
Scenario 4: Message received during business Hours and replied to during non-Business hours
If an item is received during Business hours and replied to outside of business hours, the reply is not taken into account in the average response time calculation.
The visual below shows this example on a timeline:
Scenario 5: A message received during non-business hours and replied to during Business hours
If an item is received outside of Business hours and replied to during the next day's business hours, the response time is the difference between the beginning of business hours and when the reply is sent.
The visual below shows this example on a timeline:
