Each PivotCX team can define its own working hours. The platform uses these hours to understand when people are ready to respond and when they are not. This helps PivotCX give accurate and useful metrics about response time, and send the appropriate response to a contact. When you view metrics for your team with the Working Hours filter, the data only counts time during working hours. For example, if a contact sends a message at 9pm and an agent responds the next day a 9:05am, 5 minutes after the working hours start, then the response time will show as 5 minutes.

Even though PivotCX keeps track of working hours, it can still show metrics for All Hours if you need it to. This can be useful for seeing the absolute amount of time that contacts have to wait because no one is ready to respond. Using the same example as above, the response time for All Hours would be 12 hours and 5 minutes.