SLAs outside of Business hours

In Brand Embassy, the First Response Time and Resolution time count only during your business hours. All other data are connected either to a date or a case status. A case which was Opened on a day with no Business Hours will still appear on the Reports of that day.

This also means that if a case is created outside your Business Hours, the FRT and RT only starts counting once your Business Hours start. This is to match your SLAs against the time when the agents are actively working on the cases.

For example, a case is created outside business hours at 5 AM. Business Hours start two hours later at 7 AM and the first agent online replies as resolved at 7:10 AM. The FRT is 10 minutes.