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Thread: SLA Response Formula for 2 diff SLA times

  1. #1

    SLA Response Formula for 2 diff SLA times

    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.

  2. #2
    Moderator VBAX Wizard SamT's Avatar
    Oct 2006
    Near Columbia
    Dear DoodlesMama1,

    I am so sorry, I cannot see your computer from my house. And, I have absolutely no idea what an SLA is.
    I expect the student to do their homework and find all the errrors I leeve in.

    Please take the time to read the Forum FAQ

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