Statusbrew's Team Engagement and Leaderboard Report allow you to understand how individual users handle customer queries across the brand. Using these reports, you can set team goals for your social care spectrum and evaluate individuals w.r.t their reply times.
However, we understand how difficult it can become to benchmark response rates from your customer care executives working in different time zones. To eliminate any discrepancies based on business hours and off-hours, you can now set up Office Hours for each social profile in different timezones and understand how quickly each executive is responding to customer queries over time.
In this Article:
Setting Up Office Hours
Primary Owner, Owners, and Admins can set up and manage office hours for an organization.
To configure office hours for your team,
- Click on Settings from the left pane
- In Settings, click on Office Hours > Set Office Hours
- Now you can select the social profile/profiles and your preferred time zone
- You can now configure the working hours as per your organization structure and click on Save
Office Hours can be configured for separately each day of the week or category-wise like - weekdays, weekends and everyday.
Managing Office Hours
You can easily manage your office hours by updating or removing your existing Office Hour settings.
- In Settings, click on Office Hours
- Now go to the office hour you want to update and click on the three-dot menu beside it
- Click on Delete to delete the settings
OR - Click on Edit to make changes to existing settings
(You can edit the social profiles, timezone and working hours) - Now make the necessary changes and click on Update