sla calculation

  1. R

    Calculating difference between opened date/time and closed date/time and excluding weekends, holidays and off business hours

    I have an excel sheet that lists the opened and closed date/time for a ticket. Our SLA’s are based upon created date/time during the coverage hours – 8am ET until 5pm ET (weekends and national holiday’s, both US and India, excluded). If ticket is received prior to 8am ET or after 5pm ET, the...
  2. F

    Calculating Networkdays Between Two Dates (Factoring in Work Received Outside of Business Hours) for SLA

    Hi, I'm having trouble coming up with a formula (or formulas) needed as part of an SLA calculation. A1: Case Received Date and Time (in MM/DD/YYYY hh:mm AM/PM format) B1: Case Completed Date and Time (same format) I need to compare these two dates to identify if the case was completed within...
    • Funkybot
    • Thread
    • 5pm business hours network days received sla calculation
    • Replies: 2
    • Forum: Excel Questions

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