Freshdesk provides a range of metrics that allow you to evaluate the performance of agents, groups, and the helpdesk during business hours. These metrics, including First Assign Time, First Response Time, Resolution Time, Time Spent, Next Response Time, and Response Time, can be utilized to retrieve data specifically based on business hours.
Additionally, you have the flexibility to generate various widgets and include the desired metrics to visualize the data. If necessary, you can also export the data for further analysis or sharing purposes.