Accurate reporting for chat flow. Agent first response time is only measured during business hours. A filter to show only that response time would be greatly beneficial.
+1 on this one for us, and in a big way - Start the "first response" timer once business hours begin.
I absolutely do not want team members working "off the clock" because a conversation or email comes in before their shift starts and they're being evaluated on that time. Using the current First Response Time encourages that behavior.