Business Hours Calculation for Zendesk Resolution Time
Can I calculate first assignment to resolution time using business hours in Zendesk?
Currently, Zendesk Explore does not support calculating first assignment to resolution time using business hours. The calculation is based on calendar hours.
While there is a business hours metric for resolution time, the first assignment time is only measured in calendar hours. You can modify the formula to reference the business hours metric for resolution time, but the first assignment time won't account for business hours. For more information, refer to the originalZendesk help article.
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How does 'First assignment to first resolution time' differ from 'Last assignment to resolution time'?
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