To receive more precise calculations of First response time and Solution time, you may set up business hours of your customer service team. Goals for resolving customer cases will be calculated within the defined business hours only, anything outside business hours will not be calculated.
To set up your business hours click on the top right menu and then Settings. In the Account settings section on the left side menu you will see Business Hours as the third item in the list.
Click on the ON button to enable the business hours setting. Then select your timezone, after simply check the days of the week when your customer service team works and set up hours when your agents are available. Finally, click the Save button to confirm the changes. Business hours apply to all connected channels in your Brand Embassy account.