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Stats and the leaderboard only count chats received during these hours.
Routes incoming chats to a department based on Zendesk tags. The last row (no tag) is the default catch-all.
When chats turn yellow (warning) and red (urgent) in the queue.
Outliers like overnight replies skew averages. Agents need at least the minimum number of chats to appear on the "Fastest" leaderboard.