Business Hours vs Calendar Hours

Business Hours vs Calendar Hours distinguishes between time measured during operational hours only versus continuous 24/7 time. Business hours metrics exclude nights, weekends, and holidays to reflect actual working capacity. Calendar hours provide the customer perspective of total elapsed time.

Why Business Hours vs Calendar Hours Matters

Choosing the right measurement frame changes how you interpret SLAs and customer expectations. Business hours metrics better reflect agent productivity while calendar hours match customer perception.

How to Calculate

N/A - This is a measurement methodology applied to other time-based metrics

In TicketBoard

TicketBoard helps you track business hours vs calendar hours and related metrics from your Zendesk data. Connect your account for instant visibility.