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LBourne
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Lewis Bourne

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basil on January 18, 2020
Time to Close and Time to First Reply Taking Business Hours into Account
We have SLAs with customers that we respond during business hours and during weekdays within a certain time period. It would be greate if the Time to Close and the Time to First Reply KPIs could have an option that they are calculated based on busin read more
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360 upvotes
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LBourne
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May 27, 2021
We've worked around this issue using a webhook to compare the createdate and first_agent_reply_date properties which figures out how much 'office...read more
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