HEAT: Hours of Operation

[LouiseR]

Hello

If the hours of operation are set at 7am to 6pm and a call is opened at 09:00 yesterday, closed at 15:00 today, is the total time the call is open 17 hours (based on hours of operation) or is it based on the 24 hour clock?

Does the Maximum resolution time take the hours of operation into account?

I hope you understand what I am getting at!

Thanks,
Louise.

 

[richardy]

Hi Louise,

Err 9am to 3pm is only 6 hours. You can get the resolution time to take into account the help desk hours.

Regards,

Richard.
Prior Analytics UK

http://www.prior-analytics.com

 

[LouiseR]

Hi Richard

I meant 9am to 6pm (day 1) = 9 hours, then 7am to 3pm (day 2) is 6 hours which is 17 hours in total.

Where do I set up the resolution time to take into account the helpdesk hours?

When calculating the time the call has been open, can I set this to take into account the helpsdesk hours?

I want to compare the time the call has been open to the Max Res time.

Thanks again,
Louise.

 

[LouiseR]

Sorry!

9am to 6pm (day 1) = 9 hours, then 7am to 3pm (day 2) is 8 hours which is 17 hours in total.

Louise