Office hours in reporting

Learn how office hours affect duration metrics in Featurebase Reports and when to use All hours or Within office hours.

Written By Markus from Featurebase

Last updated About 3 hours ago

Overview

Supported duration metrics can be calculated in two ways:

  • All hours (24/7) - counts the full elapsed time, including nights, weekends, and time outside your working schedule

  • Within office hours - counts only the time that passes during the workspace, team, or teammate office hours that apply to the metric

Charts use ‘All hours’ by default. Turn on ‘Within office hours’ when you want response and resolution times to reflect only the hours your team was scheduled to work.

Set your office hours

Start by configuring your workspace's default office hours. Reports uses them whenever a metric does not have a more specific team or teammate schedule.

Each schedule can:

  • Cover every day, weekdays, weekends, or selected days

  • Include more than one working period on the same day

  • Use its own configured timezone

Assign a schedule to teammates

To give one or more teammates a specific reporting schedule:

  1. Go to Settings → Support → Office hours → Teammate schedules

  2. In the ‘Reporting schedule’ column, assign a schedule to a teammate

  3. To assign the same schedule in bulk, select several teammates and choose a schedule

  4. Check the ‘Effective schedule’ column to see which schedule Reports will apply after any fallbacks

Note: Teammate reporting schedules affect Reports only. They do not change Inbox availability, SLA timers, snoozes, automatic replies, or office-hours conditions in Workflows. Schedule changes apply going forward and do not recalculate past durations.

Which schedule Reports uses

The schedule depends on the type of metric:

Metric type

Schedule used

Conversation

Workspace default office hours

Team

Team's custom office hours, or the workspace default

Teammate

Teammate's reporting schedule, then the team's custom office hours, then the workspace default

A teammate who belongs to more than one team cannot inherit one team's schedule. Assign them a teammate schedule, or Reports will use the workspace default.

Note: If your workspace has no office hours configured, ‘Within office hours’ produces the same result as ‘All hours’ because Featurebase treats the workspace as available 24/7.

Enable office hours on a chart

Office hours are set per chart, so the same report can contain both ‘All hours’ and ‘Within office hours’ charts.

To enable office hours in the chart builder:

  1. Create a chart or edit an existing one

  2. Under ‘Metrics’, select a supported duration metric

  3. Turn on ‘Within office hours’

  4. Add or update the chart

The setting appears only when every metric on the chart supports it. If you add an unsupported metric, ‘Within office hours’ turns off automatically.

When adding a prebuilt chart from ‘Add a chart’, use its All hours / Within office hours selector to choose the calculation before adding it. Built-in template charts use ‘All hours’ by default, but you can change supported charts after creating your own copy of a template.

Tip: Select the information icon next to a chart title to check whether it uses ‘All hours’ or ‘Within office hours’, alongside its metric description, timestamp, aggregation, and filters.

How office hours affect metrics

Example calculation

Say your office hours are ‘Weekdays, 9:00 AM to 5:00 PM’:

  1. A customer starts a conversation Friday at 4:00 PM

  2. Your team sends the first reply Monday at 10:00 AM

The result is:

  • All hours - 66 hours from Friday afternoon to Monday morning

  • Within office hours - 2 hours: 4:00 to 5:00 PM on Friday and 9:00 to 10:00 AM on Monday

Note: If both the customer message and the teammate reply happen outside the applicable schedule, that response-time value is excluded from the chart instead of being counted as zero in its average or median.

Supported metrics

Office hours only change duration metrics. Counts, rates, and scores are not adjusted - a conversation created on a Sunday still counts toward ‘New conversations’.

Supported metrics and prebuilt charts include:

  • Conversation metrics - First response time, Response time, Time to close, Time to first close, Time to first assignment, and Time from first assignment to close

  • Teammate metrics - Teammate assignment to first response, Teammate assignment to subsequent response, Teammate assignment to close, Teammate handling time, and Adjusted teammate handling time

  • Team metrics - Team assignment to first response, Team assignment to subsequent response, and Team assignment to close

  • Ticket metrics - Ticket time to resolve

Some duration metrics always use calendar time, including ‘Fibi resolution time’ and ‘Ticket time in state’. The Reporting metrics and attributes reference shows which calculations each metric supports.

Office hours are applied before aggregation, so ‘Average’, ‘Median’, and ‘Percentile’ summarize the adjusted values. If a chart still looks wrong after checking its office-hours setting, see Troubleshooting custom reports.

FAQs