SLA Response Formula for 2 diff SLA times

[DoodlesMama]

I need some help because I'm not highly skilled at creating complex formulas in Excel.

I'm looking for a formula that will help us determine if there is an actual difference in response between the two different SLA goals we have.

The two different plans we have are:

N = Mon-Sun 08:00 - 23:00​

7 = Mon-Sun 07:00 - 23:00​

I'm looking for something that would show response time for calls placed before 8:10AM, and carry-over calls (what time do we arrive). I.e., compare 8AM contr start time vs. 7AM.

If our avg. response is > for 7AM start time than it would be for 8AM start time (calls placed prior to 8:10AM, then one could argue that earlier start time does not provide benefit to response and resolve times.​

 

[alansidman]

Cross posted at: SLA Response Formula for 2 diff SLA times

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