# First response time ## Calculating First Response Time 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 **not** **penalized** for replying to it the next morning. For example: * 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. {% hint style="success" %} Make sure the [business hours ](/help/preferences/set-your-business-hours.md)and timezone for your organization are set to include all of your employee's responses. {% endhint %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.keeping.com/help/reporting-and-analytics/classic-reports/first-response-time.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.