Your team's work schedule has an important effect on how we calculate first response time in reports. By default, we do NOT set a schedule for your agents, effectively assuming they work 24 hours a day, 7 days a week (we hope not!). This means that a ticket that arrives at 6:00pm (when no one is working), and is replied to at 8am the next day, has a first response time of 14 hours.
By setting the working schedule for your team, we'll calculate first response time based on those hours. So if a ticket arrives at 6:00pm (when no one is working), and your agent's schedule starts at 7am, and they reply at 8am, would have a first response time of 1 hour.
Finally, it's important to note that first response time for your organization is a union of your entire team's schedules. So if a single agent is working when a ticket arrives (or perhaps they don't have any working hours set), then we "start the clock" based on that. Conversely, if a ticket arrives when no one is working, and someone replies off-hours, it has a response time of 0 hours and 0 minutes.