In Kundo, you have the option to configure your business hours and set an expected response time. This allows you to:

• Get statistics on your response time based on your business hours.
• Receive reminders if a case has been pending for too long according to your response time settings.

The statistics include three key metrics:

1. Waiting Time: Measured from when a case is received from a customer until you respond. Waiting time includes all hours of the day and does not exclude evenings or weekends.
2. Response Time: Excludes time outside your business hours, providing a more accurate reflection of how quickly you respond during working hours.
3. Percentage of cases responded to within the expected response time.

How to Set Business Hours and Expected Response Time

1. Click the menu button (three horizontal lines) in the navigation bar.
2. Select Settings for the correct channel.
3. Choose Response Times.
4. Set your Business Hours and define the Expected Response Time.
   • For example, if the expected response time is set to 16 hours, responses should be given within 16 working hours.
5. Click Save.

Note: If you have multiple channels, remember to configure business hours and response time for each one separately.