Business hours and changing your business hours.

How Business Hours Affect Reply Time Calculations

When setting up your timetoreply account, you have the option to define your business hours. If enabled, timetoreply will calculate:

• Average Overall Reply Time

• Average First Reply Time

using only the time elapsed during business hours.

Example

If your business hours are Monday–Friday, 9:00am–5:00pm:

• An email arrives at 8:30am on Monday

• Your agent replies at 9:15am

Although 45 minutes passed in real time, only 15 minutes fall within business hours (from 9:00am to 9:15am).

The system will therefore record a 15-minute reply time, not 45 minutes.

How to Edit Account-Level Business Hours

1. Go to Your Name (bottom left)

2. Select Settings

3. Click Business Hours

4. Choose Edit Business Hours

5. Update your hours and click Save

Setting Business Hours for Individual Mailboxes

You can also define business hours per mailbox:

1. Go to Entities (bottom left)

2. Select Mailboxes

3. Click Actions > Edit next to the relevant mailbox

4. Set the specific business hours for that mailbox

This is useful if different teams or regions operate on different schedules.

Tracking 24/7 (Ignoring Business Hours)

If you prefer to measure reply times around the clock, set your business hours to:

00:00 – 24:00

This effectively removes business hour restrictions and tracks response times continuously.

Important:
Changes to business hours apply only to new data going forward. Historical data will not be recalculated.