Agorapulse allows users to define their business hours for calculating average response time. Setting specific business hours for your team members allows for accurate reports that truly capture the performance in managing your social inboxes.
The precision in average response time not only ensures the achievement of SLA targets, but also enhances the reliability of decision-making based on well-informed insights.
Note: Customizable Business Hours is available depending on the subscription plan you have. If you would like to change your plan to access this feature, feel free to reach out to us here.
How to set Business hours
Please note:
Only an organization Owner or Manager can access the Business hours settings
If you have Workspaces enabled in your Agorapulse plan, the business hours settings will be found inside your Workspace settings.
You will need to set the business hours separately for each Workspace.
You can find the business hours settings in the Organization settings. It's possible to create multiple business hours to match the different 'shifts' covered by your team.
To set business hours click on the Create button in the right hand corner.
Give a name to your business hours - something that will make it easy to identify. Then, you will need to choose a time zone for your business hours. There are 2 options here:
User's timezone: this will use the timezone set for the user in their Personal Settings in Agorapulse.
Define a timezone: you can choose a specific timezone from a dropdown list.
Lastly, you can now set the days and hours that you want to apply. Then click save.
How to apply Business hours to team members
Once you have created business hours, you can then apply the correct business hours to each team member.
At the top of the screen you can see the business hours that have been created. Click on See details to view the specifics of each set of business hours. Then choose which business hours to apply to each team member.
Please note:
You can only apply 1 set of business hours to each team member.
Several team members can have the same business hours.
To apply business hours to a team member, click on the drop-down list to the right of the team member's name. Then click on the business hours to apply them to the team member.
Business hours are not retroactive. This means that the reports will take into account business hours for replies sent after the business hours were set. Replies sent before this time, will not take business hours into account.
Response time calculation
Business hours is taken into account when we calculate the response time for the Team performance section of the Community Management Reports.
Case 1: Message is received and replied to during business Hours
If an item (a comment or message) is received and replied to during the business hours, the response time is the difference between when the item was received and when the reply was sent.
Case 2: Message is received and replied to with non-business Hours between
If there are non-business hours between when a message is received and when the reply is sent, those hours are excluded from the calculation of response time.
Case 3: Message 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 response time calculation
Case 4: Message received during business Hours and replied to during non-business hours
If an item is received during the business hours and replied to outside of business hours, the reply is not taken into account in the response time calculation.
Case 5: Message received during non-business hours and replied to during business hours
If an item is received outside of the business hours and replied to during the business hours, the response time is the difference between the beginning of business hours and when the reply is sent.
