Can anyone suggest how to see the Email SLA within a performance view based on the schedules open hours? The only option I can think of is to export the interactions for the previous day/week/month into a spreadsheet and then calculate the SLA based on emails that are processed within the operating hours, i.e. 8am-6pm. We can hold emails from being delivered into the queue when the schedule is closed, but any emails that arrive just before the closing time accumulate response time until the next morning which needs to be excluded. Any alternative suggestions would be very welcome!
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