Set your community's active hours — Reply Speed Report now respects them

Improvement

Week of May 24, 2026

The Reply Speed Report’s “night-time exclusion” was previously hardcoded to 10pm – 7am. Several admins (with advocate teams full of parents of little kids) asked for something more forgiving — and pointed out that the same “when is it reasonable to expect a reply” window should also drive future reminder and message-scheduling features.

So active hours are now a community-wide setting, editable under Settings → Community Settings → Active Hours:

Default window: 8am – 10pm — in each advocate’s own local time zone, so a Pacific-time advocate isn’t penalized for a reply that lands in their early evening.
Used by the Reply Speed Report — replies that happen entirely outside active hours don’t count against an advocate’s median response time. The report description shows your current window.
Reusable by future automations — when we ship scheduled reminders and outbound message timing, they’ll respect the same window. You set it once and it applies everywhere.

Related: Reply Speed Report