Most Customer Service Teams do not operate 24/7, and this is often clearly marked in their 'About' section. As a result, clients also don't expect an immediate reply outside of working hours. This should therefore sometimes not be incorporated in the calculation of Action Times (such as Response Time). If the Team starts replying mentions at 9:00 am, they should not be punished with a response time of 7 hours if they reply to a tweet that came in at 2:00 am. This is exactly what you can achieve by using our Business Hours setting.
In this support article we explain:
- How to configure Business Hours schedules for each user.
- The different options regarding reviewing the users' performance.
- Some specific examples
In order to define the Business Hours Schedules, you need to be an Administrator in the account, or have this permission in your Custom User Role. You can check this under Settings > Users.
First step in order to configure Business Hours for each User is to go to Settings > Account Preferences.
Click 'Add Schedule' on the right to configure a new set of business hours. Each schedule allows you to define a name, the time zone, working hours per day of the week, and occasional holidays.
Once you defined all the occurring schedules in your company, you can move along to Settings > Users to define each person's schedule.
Click 'Edit' next to a certain User, and fill out his/her precise schedule next to 'Business Hours':
Note: If there's no schedule configured (in general or for a user), all times will be considered 'outside business hours'. This might cause some changes in some accounts, since we used to take a default schedule (9am-5pm GMT+1) when nothing was configured. We don't do this any longer.
Once you defined certain business hours, these can be taken into account when viewing the Performance Statistics. ;CX Social allows you to see the Performance statistics regarding action times in two different ways. Action Times are all KPI's where we calculate how long it took to perform a certain action (e.g. reply time, resolve time, ...).
Action Time = (Time on which action was taken within CX Social) - (Time on which the mention was published).
You can select your preferred method of calculation by using the switch button in the upper menu.
- Take all hours into account: When the option is disabled, all action times are calculated without taking business hours into account.
- Take only Business Hours into account: When this is enabled, all action times shown will be the difference between the time of the action and the publish time of the mention, but only counted when this user should have been working (thus depending on the business hours defined in this user's schedule).
Important note regarding this last option: We calculate the delay times based on the schedule that was selected for this user at the time of this action. When the details of a schedule are changed, or the user gets a different schedule, only the actions after this change will be affected. Changes to these schedules can be viewed in Settings > History.
In our Belgian Office, Sofie is our main Community Manager. Her business hours are from 9:00 - 18:00 CET. Now let's assume someone tweets to CX Social at 17:00.
Calculation Reply Time when she replies at 17:30 CET (so during her business hours):
- Reply Time with business hours option disabled: 17:30 - 17:00 (CET) = 30 minutes
- Reply Time only taking business hours into account: 17:30 - 17:00 (CET) = 30 minutes
Since Sofie replied within her business hours, both options show the same result.
But what if Sofie was very busy, and only replied to this tweet at 18:30 CET (thus working longer than defined in her schedule):
- Reply Time with business hours option disabled: 18:30 - 17:00 (CET) = 1h30 minutes
- Reply Time only taking business hours into account: 18:00 - 17:00 (CET) = 1 hour
Now let's assume a slightly different situation, where the tweet was only sent to us once Sofie was no longer in the office, at 21:00 CET. Sofie replied to it the next business day, at 9:30 CET:
- Reply Time with business hours option disabled: (January 6th, 9:30) - (January 5th, 21:00) = 12h30
- Reply Time only taking business hours into account: (January 6th, 9:30) - (January 6th, 9:00) = 30 minutes
Here at CX Social we have multiple Community Managers operating from our offices in San Francisco (USA) and Ghent (Belgium).
Sofie works in our belgian office, from 9:00 - 18:00 CET. Cameron on the other hand works across the sea in San Francisco, from 9:00 - 18:00 (PST), which equals 18:00 - 3:00 in CET. Now let's assume again someone tweeted to us at 17:00 CET.
Reply Time Calculation for Sofie, who operates from our Belgian office:
If Sofie replies to this tweet at 17:30:
- Reply Time with business hours option disabled: 17:30 - 17:00 = 30 minutes
- Reply Time only taking business hours into account:17:30 - 17:00 = 30 minutes
Fairly easy, right? But let's assume Sofie had to work late, and replied to this tweet outside of her business hours (at 19:00 CET):
- Reply Time with business hours option disabled: 19:00 - 17:00 = 2 hours
- Reply Time only taking business hours into account: 18:00 - 17:00 = 1 hour
Reply Time Calculation for Cameron, operating out of the San Francisco office:
Now let's have a look at the situation for Cameron, who works in a different time zone. Let's assume the same situation where a Tweet was published at 17:00 CET, and for some reason Sofie couldn't answer this on her time.
Cameron then replies to the tweet at 9:30 PST (which equals 18:30 CET):
- Reply Time with business hours option disabled: 18:30 - 17:00 (CET) = 1h30
- Reply Time only taking business hours into account: 18:30 - 18:00 (CET) = 30 minutes