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Aug 17, 2022 05:39 PM

Hi all,

Got a real brain teaser here (or at least one my brain can’t handle lol).

I’m trying to calculate the ACTUAL DURATION - EXPECTED DURATION of ticket processing time for our team.

The **EXPECTED DURATION** field is calculated:

NO OF TICKETS(integer)*5.5(mins)/2(agents)+30(mins)

Notes:

-5.5mins is our average handle time for 1 ticket

-we have 2 agents on our team

-each agent receives a 30min break per day

This formula currently returns a decimal value (I have tried to set this as a duration but it’s giving incorrect results).

The **ACTUAL DURATION** field is calculated:

TIME START - TIME FINISH

This formula returns a duration value

I am wondering if there is a way to produce this master formula to let me know when our team goes over expected time to resolve tickets and vise-versa so I don’t physically have to do the calculation every day.

Please help!

7 Replies 7

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Aug 18, 2022 02:40 AM

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Aug 18, 2022 05:09 PM

Thanks @ScottWorld!

If I adjust my formula for **EXPECTED DURATION** to:

NO OF TICKETS(integer)*330(sec)/2(agents)+3600(sec) and set the formatting to duration, this produces results with information I’m not sure is accurate.

For example;

We have 27 tickets for the day.

**1st formula:** NO OF TICKETS(integer)*5.5(mins)/2(agents)+30(mins) = 104.25mins in decimal, 1.74hrs in decimal

**2nd formula:** NO OF TICKETS(integer)*330(sec)/2(agents)+3600(sec) = 1:44hrs in duration

Are you able to see where/if I’m going wrong here?

TIA!

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Aug 18, 2022 05:20 PM

It’s because 30 minutes is 1800 seconds, not 3600 seconds.

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Aug 18, 2022 05:38 PM

LOL apologies @ScottWorld this was a typo.

My **2nd formula** does calculate as below and return the below result which remains inconsistent with the result retrieved in the **1st formula** when calculating in minutes/decimals:

NO OF TICKETS(integer)*330(sec)/2(agents)+1800(sec) = 1:44hrs in duration

I’m not sure how to reconcile the two?

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Aug 18, 2022 05:49 PM

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Aug 18, 2022 06:02 PM

Ah, so it’s my understanding of decimal to time that needs work here :grinning_face_with_sweat:

Thanks so much @ScottWorld, appreciate the help!

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Aug 18, 2022 06:06 PM

LOL, you’re welcome!