Business hours
Take your schedule into account when calculating response times
Define your business hours in Email Meter to reflect the hours when your team is expected to be available to respond to emails.
You can set business hours at a company level, but also have the option to select different schedules for individual mailboxes.
Basics
Setting up Business Hours refines how response times are tracked within the specified schedule.
Outside of your selected timeframe, response times won’t be counted. This way, the response time metric remains true to your team’s schedule.
For example:
- Your business hours are set for 9:00 AM - 5:00 PM and a message arrives at 4:30PM. Your team replies the next day at 10:30AM. Response time will count as 2 hours.
- Your business hours are set for 9:00AM - 5:00PM and a message arrives at 8:00PM. Your team replies the next day at 9:15AM. Reply time will count as 15 minutes.
Business hours logic
You can set business hours at a company level, but also have the option to set up specific schedules for individual mailboxes. This is useful for global organizations with distributed teams working in different schedules and timezones.
If you have company and mailbox-level business hours set up, Email Meter will choose the most specific ones when calculating the response time of a specific message.
For a given mailbox, this is how the logic works:
| Company business hours set up | Mailbox business hours set up | Business hours applied in calculations |
|---|---|---|
| Defined | Not defined | Company business hours |
| Defined | Custom | Custom mailbox business hours |
| Defined | Ignored | None |
| Not defined | Not defined | None |
| Not defined | Custom | Custom mailbox business hours |
| Not defined | Ignored | None |
Define and edit business hours
For the company
Go to Settings > Business Hours to set up to set up your company’s business hours.
Start by selecting your main timezone. Then, click on the days of the week and customize the hours for each day you’ve selected. Once you’re done, click Save to confirm your changes.
For specific mailboxes
You can also define business hours for specific mailboxes on Settings > Mailboxes.
Click on the three-dot icon next to the mailbox you want to change business hours for, and select Edit business hours.
A modal will open, giving you three options:
- Company: follow the business hours set at the company level.
- Custom: select a specific timezone and schedule for this mailbox only.
- Ignored: this mailbox won’t be affected by business hours. Useful for mailboxes that operate 24/7.
Once you’ve selected your desired option, click Save to confirm your changes.