Your team's work schedule has an important effect on how we calculate first response time in reports. In essence, the response time clock is only "ticking" when your team is working. So if a message arrives off hours, your team is notpenalized for replying to it the next morning.
If your team has a schedule set from 8:00am to 5:00pm, and if a ticket that arrives at 6:00pm (when no one is working), and then a team member replied to at 9am the next day, the ticket would have a first response time of 1 hour.
If your team has a schedule set from 8:00am to 5:00pm, and a ticket arrives at 4:00pm, and a team member replies at 6:00pm, the response is NOT included in your response time calculation.
Make sure the business hours and timezone for your organization are set to include all of your employee's responses.