View Full Version : SLA Response Formula for 2 diff SLA times

10-11-2013, 03:37 PM
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.

10-13-2013, 08:23 AM
Dear DoodlesMama1,

I am so sorry, I cannot see your computer from my house. And, I have absolutely no idea what an SLA is.