Hi Everyone! I'm part of a reporting team that works with a call center. We're trying to measure Service Level Agreements (SLA) for the Call Center. Our business hours are Monday thru Friday from 7:00 am to 7:00 pm but we also log calls outside of business hours (24/7 support for "emergency" issues).
We want to calculate the life span of a call from the time it was opened to the time it was resolved. If a call is opened or resolved outside of business hours, we still want to include those calls as being taken for that day but we don't want to flag that call as having not met SLA (I'm getting negative numbers if the call is open/resolve outside of business hours).
I'm trying to work with the business hour formula by Ken Hamady but need to modify it somewhat. I'm not sure how to modify the formula as I'm fairly new to Crystal Reports. We're using Crystal Reports 8.5 and our data is in Oracle 8i. Any help is greatly appreciated!
We want to calculate the life span of a call from the time it was opened to the time it was resolved. If a call is opened or resolved outside of business hours, we still want to include those calls as being taken for that day but we don't want to flag that call as having not met SLA (I'm getting negative numbers if the call is open/resolve outside of business hours).
I'm trying to work with the business hour formula by Ken Hamady but need to modify it somewhat. I'm not sure how to modify the formula as I'm fairly new to Crystal Reports. We're using Crystal Reports 8.5 and our data is in Oracle 8i. Any help is greatly appreciated!