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  1. Reporting & Analytics
  2. Classic Reports

Setting work schedules

Understand how to set a work schedule for your agent.

PreviousClassic ReportsNextFirst response time

Last updated 1 year ago

In order to more accurately calculate first response time, you can set the working hours for individual team members. Navigate to the 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.

agents area
Set your agents' work schedules for more accurate reporting.