Home → Suggestions →

Business Hours Setting to Better Measure Response Time

• Edit

kris.luminar

26 Apr, 2011 04:48 PM

The Response Time feature is not very helpful for organizations like ours where we are only open during certain hours. Since we are only open M-F 9-5, when I start my shift on Monday at 9am, our response time is at 1 day. If I respond to a Tenderapp discussion at 9:02am that came in at 5:01pm the day before on a weekday, my response time shows 18 hours, when I think it should show 1 minute.

Can you add a setting for business hours that will limit response time to those hours?

Thank you,
Kris Luminar

1. 1 Posted by Tim on 26 Apr, 2011 05:04 PM

   

   Hi Kris,

   We have a vast list of ideas we wish to implement in the frontend for reporting (such as specifying business hours, arbitrary date ranges, etc. With the small team we have, though, it is difficult to have any idea when we can get to all of the things we want to add...

   That said, though, you can create a simple Excel spreadsheet that would actually meet your needs based on the CSV file.

   https://help.tenderapp.com/kb/reports/the-csv-export
   https://help.tenderapp.com/kb/reports/advanced-csv-use

   The second article I listed is a sample spreadsheet of calculations you can make based on the CSV export. There's a very large amount of things you can do with the available data -- including specifying response and resolution times for a delta of business hours between opening and response.

   Excel is a powerful analysis tool that can do nearly anything imaginable with the data in our CSV exports (and I use Excel frequently for all of our business data as well as Tender analysis). As we expand our frontend reporting tools, we hope to bring more of these capabilities into the main reports page.

   Thanks!
   Tim

   • Edit

2. Amanda closed this discussion on 28 Apr, 2011 06:46 PM.