When reviewing certain metrics and SLAs with agents, depending on where they are located, their numbers will be much higher/lower and I'm wondering if there's a way to set business hours by agent.
For example, I have a report for Next Reply Time. Our business hours are set to 5:00am - 6:00pm PST. If a customer replies to an agent at 5am, but the agent doesn't start their day until 8am and replies to the customer at 8:05am, the next reply time for that ticket is 3 hrs 5 mins. Ideally, it should only be calculated as 5 mins.
Any ideas?
Unfortunately, business hours is tied up to the schedule you have set for your account and not the schedule of the agent. All explore report will extract data based on this schedule. However, as a workaround, if you can create multiple Schedules/Business Hours that corresponds to agent's own schedule you can use triggers so that specific schedules can be set for each ticket that will be used by the SLA policy.