Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not.
When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working
...
Track calendar/shift/business hour in time metrics at all times
Instead of tracking only one timer we should track for all our timers: - Calendar hours (actual time that passes) - Business hours (time within business hours) - Shift hours (time when the teammate was shifted, which can be different from business...