Forum Discussion

agroudy's avatar
agroudy
Copper Contributor
Oct 20, 2019

Service Level Calculation Assist

Dear all, 

 

We work 5 days a week from Sunday to Thursday for 8 working hours a day, we work on a ticketing system that i hate, so we have Sent tickets, resolved tickets and received tickets, each one has a date and time, how can i calculate a service level excluding the off days as well as based on 8 working hours only, please i need assist. 

 

Thanks in advance

BI & Data Analysis
excel
Formulas and Functions

1 Reply

  • mathetes's avatar
    mathetes
    Gold Contributor
    Oct 20, 2019
    Do you have either a sample of the spreadsheet you've created already, or if you're starting from scratch, a bit more of a description, ideally accompanied by some copies of the tickets AND the report you currently generate (presumably by hand) from those tickets.
    The reason I ask is that it's not totally clear (I can make assumptions) what you meant by "service level"--are you talking per person, per day, per something else? What, in other words, do you mean by "service level"?
    Happy to help, but a more complete description of what you're doing is needed.

Resources