Admins can now filter performance metrics - such as response and closing time - according to the company’s working hours.

This ensures team performance is measured only during the time agents are available (for example, excluding nights and weekends).

• Filter Metrics: Now, only the interactions occurring within your team's active hours are calculated, ensuring accuracy and relevance.

• Reduced Discrepancy: Night and weekend interactions are excluded from performance metrics, providing a truer reflection of your team's efficiency.

How to Activate

1. Set up your company’s working hours here at Working Hours Settings.

2. Once configured, all performance metrics will automatically reflect only the defined availability.

   Learn more about this feature at Help Article.

This feature is available for free to all clients. Let us know if you need any help 🛎️