Hi,

I've been having an issue where metrics that state they are reporting based on business hours, like "First response time (in Business Hours)" and "Total response time (in Business Hours)" but are being calculated based on 24 hour days (instead of the 9-5 business hours we have setup). Any help would be much appreciated. 

I've provided an example and more details in this ticket: https://help.zoho.com/portal/en/ticket/39690706