Currently, certain metrics in the Dashboard > Overview - such as "Average Response Time" and "Average First Response Time" - are calculated based on calendar hours. We would like to enhance the flexibility of these metrics by adding an option for users to choose between "calendar hours" or "working hours" as the basis for these calculations.

This feature would allow users to view metrics that more accurately reflect their working hours, providing clearer insights and helping teams better understand their response efficiency within active business periods.