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 the Home button
in the top left of your screen to open Statusbrew Home and click on Settings - In Settings, click on Office Hours > Add Office Hours
- Now you can select the social profile and your preferred time zone for it
- You can now configure the working hours as per your organization structure and click on Save
Office Hours can be configured for each day of the week.
Managing Up Office Hours
You can easily update or remove your existing Office Hour settings.
- In Settings, click on Office Hours
- Click on any Office Hour settings to make changes & click on Update to save the changes
- Click on remove to delete the settings
OR - Go to Office Hours, click on the three-dot menu beside any existing settings and click on remove
