Set your business hours to correctly calculate response time.
Keeping uses your organization's business hours to calculate your agents' response time. Your business hours will also reflect what times are shown on the Busiest Times chart in Advanced Reporting.
See below on how to configure a per mailbox time zone.
If you would like configure business hours where you are "always open", then choose 00:00 to 23:59, and select the Open checkbox for every day.
Set your business hours and timezone in the Organization tab of your Keeping Settings.
Access Keeping Settings
Set your business hours
Set a time zone per mailbox
If your team operates in multiple regions, you can override the organization time zone on a per-mailbox basis. This is helpful when, for example, your support@ inbox is staffed in New York but your eu-support@ inbox is staffed in London — response times, SLA timers, and business hours calculations will then reflect each mailbox's local time.
To set it:
Go to Settings → Mailboxes and click the mailbox you want to edit.
Scroll to the Mailbox Time Zone field.
Pick a specific time zone, or leave it set to "Use organization time zone" to inherit the default.
The same business hours schedule from your organization settings applies; only the time zone in which those hours are interpreted changes per mailbox.
