Hello,
I am trying to track to Average time to first response to customers for my team.
I have Mon - Fri 8 AM Eastern time - 5:00 PM Eastern time set for the inbox SLA.
When a new email comes in a new ticket is created. If the ticket is created on a Saturday or Sunday, the report is counting that time against my team members.
I do not understand why the report is calculating this way. This specific metric is the focus of this year that needs to be reported to upper level management.
Thank you,
Ian
Hi @IPrescott, I hope that you are well!
I understand that you’d like to have an average time to first response of tickets excluding weekends for reporting on SLA. Please let me know if that’s not the case.
I found a similar post “Report that shows agent times that takes into consideration SLA working hours” with a solution from @mangelet that might help you.
I also wanted to invite a couple of subject matter experts to this conversation: Hi @BukunmiOdetayo, @ArtyCele and @beeginman do you have other suggestions to help @IPrescott, please?
Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 
Thank you very much and have a fantastic day!
Best,
Bérangère