We've set up business hours and I'm looking to get a snap-shot of our First Response times (most of the other metrics aren't too relevant to us at the moment).

I have 2 questions:

1: If I go to Reports and look at the overview for Nov2016 the FRT is shown as  2:08

But if I go to The First Response Time Dashboard it's a much better 0:24 (with a system response time of 2:08)

Is this because the overview isn't taking into account business hours?

2: Looking again at Nov2016 there's two specific tickets that have long FRT's. I don't know what has happened with the first on (3rd Nov) but the other (10th Nov) was received and replied to outside of business hours. How is this FRT calculated; is it 0:00 hours or something else?

I looked through your support pages but can find no explanation of how each of these times are calculated (maybe some tooltip explanation would be a great addition?

Thanks

David