Response Time Goals and Business Hours

In Settings > Goals, set:

• Target response time (ideal)
• Acceptable response time (maximum before performance risk)

Response time values are configured in hours.

Use Use business hours only to store a business-hours SLA preference for your organization.

This setting is useful when your support team does not operate 24/7.

Dashboard alert logic uses your response-time target to calculate SLA risk windows for unresolved items.

Goals settings also include Average Customer Value (USD), used in ROI calculations to estimate retained revenue from resolved detractors.

• Set initial thresholds based on current performance
• Tighten target gradually after operational improvements
• Revisit thresholds quarterly by location or department

Use a staged approach:

1. baseline current response-time distribution
2. set acceptable threshold first
3. define target once team consistently meets acceptable band
4. monitor SLA violations after each adjustment

This prevents unrealistic targets from creating continuous false urgency.

• Goals Overview
• Configure Goal Thresholds
• Managing Responses