Separation of Metrics by Office Hours (Hours Worked vs. Not Worked)
planned
M
Manuela Farias
Discussion thread: https://cloudhumans.slack.com/archives/C07UQUZTNFQ/p1763398996899439
Context:
During some sales, it was mentioned that Cloud Chat would allow you to separate metrics considering only service hours - that is, to distinguish hours worked from hours not worked in the dashboards.
Customers such as Linus, Denavita, Boca Rosa, Expedy, and Zerezes have already requested this. Today, some even stopped using our dashboards due to the lack of this filter (e.g., Boca Rosa and Zerezes → uses only via API).
Problem:
Metrics such as TME and TMR are distorted when a ticket enters outside service hours.
- Example: a ticket that falls on Saturday 12:00 and is only answered on Monday generates ~44 hours of waiting, inflating indicators. Customers want to view metrics only within their operating hours.
What exists today:
It is possible to configure the opening hours by inbox.
However, the calculation of the metrics does not yet use this information to filter/time window.
What is being requested:
Create a dashboard (or filters in the current one) that allows you to view metrics only within business hours, ignoring periods when the team is offline.
Impact:
Avoid relevant distortions in TME/TMR.
It meets the demands of multiple clients and prevents churn from using the dashboards.
It creates consistency between sales and product.
Eduardo Fukumoto
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