Understand how to set a work schedule for your agent.
In order to more accurately calculate first response time, you can set the working hours for individual team members. Navigate to the agents area in Keeping's settings, and choose the agent you'd like to set a schedule for. Note that only a Keeping admin can adjust an agents work schedule.
An agent's working schedule only applies to calculations in Classic Reports. Advanced Reports use the organizations business hours.
Set your agents' work schedules for more accurate reporting.
