Help Center

Business Hours in CX Social

Last Updated: Jun 22, 2017 09:44AM EDT
Not every Customer Care team operates 24/7 and this is mostly always stated in their about section or in their biography. By simply stating this, the customers don’t expect an immediate reply outside the working hours of a Customer Care team.
 
CX Social allows you to set Business Hours in your account allowing you to work within the hours the Customer Care team is active and negates the calculation time of mentions (such as response time) outside business hours.
 
In this support article we will simply explain how you can set business hours for your account and what the different options are.
 

●  Configuring Business Hour schedules in CX Social
●  Assigning Business Hour schedules to users in CX Social
●  Reviewing Response time with or without Business Hours
●  Example of Business Hour schedules
●  Example of multiple Business Hour schedules
 
Configuring Business Hour schedules in CX Social
 
In order to create and set up business hour schedules in your CX Social account you either need to be an administrator or have enough permissions in your custom user role.
 
In order to start creating one or multiple Business Hour schedules simply go to the Account Settings and select Users in the left side bar. In the User subsection you will be able to select Business Hours if this feature is included in the package of your account.


 
If you click on “Add Schedule” you will be able to configure a new set of Business Hours. Simply give your schedule a name, provide the time zone they are working in and add the working hours per day. Additionally you can add holidays for the team when they are not working so we can take that into account as well.


 
Important: You need to set each working day from 0:00 AM to 24:00 PM - You can not work from Monday 08:00 AM till 01:00 PM as this would result in Monday 08:00 AM till 24:00 PM and Tuesday from 24:00 PM to 01:00 AM
 
After defining each of the above options simply click the save button to save the working schedule.
 
Assigning Business Hour schedules to users in CX Social
 
After creating one or multiple Business Hour schedules for the users in your account, you will need to assign these to the appropriate users. Navigate yourself to the Users Overview by clicking on the option in the left side bar.
 
Search for the user in the Overview, that you want to assign to a certain Business Hour schedule you have created. Click on the Edit icon on the right side of the user and a dialog box will appear allowing you to add a Business Hour schedule linked to that user:


 
 Note: If there is no schedule configured for a user all times will be considered 'outside business hours'.
 
After assigning a business hour schedule and saving the business hour schedule to a user we will be able to track the working hours and take this into account for the response time.


 
Reviewing Response time and Action times with or without Business Hours
 
After you defined and assigned business hours, schedules to a user, it will 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 – either take Business Hours into account or simply to not take them into account.
 
Action Times are all KPI's where we calculate how long it took to perform a certain action that include Response time and Resolve time for example. Here's the quick definition of Action time in CX Social
 
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. 
 
 
 
 

●  Don’t take Business Hours into account: When the option is disabled, all action times are calculated without taking business hours into account.
 

●  Take 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 has been working.
 
Important: We calculate the delay times based on the time of assigning the schedule to a user. When the details of a schedule is  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. 
 
Example of Business Hour schedules
 
In case Business Hours is still unclear, here’s a great example of this feature. In our Belgian Office we have one main Community Manager and this person works 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 will show the same result.
 
Now let's say somebody sent us a tweet when our Community manager 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
 
 
Example of multiple Business Hour schedules

Here at CX Social we have multiple Community Managers operating from our offices in Reston (USA) and Ghent (Belgium). 
 
For example Sofie works in our Belgian office, from 9:00 - 18:00 CET. Cameron on the other hand works across the sea in Reston, 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 Reston 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  
 
 

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