Response time in hours and minutes excluding weekends and holidays

I am struggling to develop a formula to calculate response time for technical support calls at our company. Below are a few examples from my data set and the current formula I am using.

Incoming date/time Response date/time Total [h]:mm:ss
1/02/18 07:54:00 1/05/18 08:32:00 27:38:00
1/02/18 08:36:00 1/02/18 08:39:00 0:03:00
1/02/18 08:58:00 1/02/18 09:05:00 0:07:00
1/02/18 09:08:00 1/03/18 10:22:00 10:14:00
1/02/18 09:12:00 1/02/18 10:19:00 1:07:00
1/02/18 09:22:00 1/02/18 09:31:00 0:09:00


Formula - Current

R = incoming date and time for call
S = response date and time for call
W = work time end
V = work time start

=(NETWORKDAYS(R2,S2)-1)*($W$2-$V$2)+(MOD(S2,1)-MOD(R2,1))

The problem I am running into is calls can come in outside of the normal business hours set in W and V (8am-5pm) and on the weekends. Our support engineers sometimes show up early and respond to calls before 8am or stay late and respond to calls after 5pm. I want to calculate our response time for normal business hours, so if a call comes in on the weekend, the incoming time should be calculated for Monday at 8am start and end no matter what time it is for the response date/time. My current formula errors (with a negative) for the following scenario


Incoming date/time Response date/time
1/13/18 11:49:00 1/15/18 10:51:00
1/23/18 17:00:00 1/24/18 07:52:00
1/27/18 09:43:00 1/29/18 09:15:00
1/31/18 17:36:00 2/01/18 08:15:00
2/01/18 19:11:00 2/02/18 08:39:00
2/02/18 15:35:00 2/03/18 14:00:00
2/04/18 20:54:00 2/05/18 08:29:00
2/04/18 21:09:00 2/05/18 08:30:00
2/05/18 18:56:00 2/06/18 08:14:00
2/28/18 22:53:00 3/01/18 08:26:00
3/03/18 12:28:00 3/05/18 07:55:00
3/06/18 17:30:00 3/07/18 07:57:00
3/06/18 21:58:00 3/07/18 08:13:00
3/07/18 17:33:00 3/08/18 07:59:00
3/13/18 17:42:00 3/14/18 08:02:00
3/13/18 21:54:00 3/14/18 10:07:00
3/23/18 19:16:00 3/26/18 08:48:00
3/26/18 21:56:00 3/27/18 08:30:00
3/28/18 22:10:00 3/29/18 09:08:00
4/04/18 17:43:00 4/05/18 08:00:00
4/04/18 17:49:00 4/05/18 08:06:00
4/04/18 18:43:00 4/05/18 08:48:00
4/10/18 23:44:00 4/11/18 08:54:00
4/11/18 19:57:00 4/12/18 07:44:00
4/11/18 21:02:00 4/12/18 07:44:00
4/11/18 23:25:00 4/12/18 07:46:00
4/13/18 13:33:00 4/16/18 00:00:00
4/16/18 10:37:00 4/16/18 00:00:00
4/20/18 17:23:00 4/23/18 07:42:00
4/20/18 19:46:00 4/23/18 07:55:00
4/21/18 22:39:00 4/24/18 10:17:00
4/25/18 21:58:00 4/26/18 09:55:00
4/28/18 16:57:00 4/30/18 11:33:00
4/30/18 23:18:00 5/01/18 10:32:00
5/03/18 17:09:00 5/04/18 08:03:00
5/10/18 16:57:00 5/11/18 07:38:00
5/12/18 14:41:00 5/14/18 07:56:00
5/31/18 20:04:00 6/01/18 08:20:00
5/31/18 21:18:00 6/01/18 08:31:00
6/04/18 12:01:00 6/04/18 12:00:00
6/07/18 17:49:00 6/08/18 08:10:00
6/11/18 18:14:00 6/12/18 08:26:00
6/12/18 23:51:00 6/13/18 08:03:00
6/24/18 21:35:00 6/25/18 07:53:00
6/24/18 22:00:00 6/25/18 08:08:00
6/24/18 22:14:00 6/25/18 08:09:00

Any advice would be much appreciated on this!

EDIT: I have added the Excel workbook I am working on with examples of correct and incorrect values.

Welcome to the forum! Here's the first bit of advice:

Will you please attach a sample Excel workbook? We are not able to work with or manipulate a picture of one and nobody wants to have to recreate your data from scratch.

1. Make sure that your sample data are REPRESENTATIVE of your real data. The use of unrepresentative data is very frustrating and can lead to long delays in reaching a solution.

2. Make sure that your desired results are also shown (mock up the results manually).

3. Make sure that all confidential data is removed or replaced with dummy data first (e.g. names, addresses, E-mails, etc.).

4. Try to avoid using merged cells as they cause lots of problems.

Unfortunately the attachment icon doesn't work at the moment, so to attach an Excel file you have to do the following: just before posting, scroll down to Go Advanced and then scroll down to Manage Attachments. Now follow the instructions at the top of that screen.

Please pay particular attention to point 2 (above): without an idea of your intended outcomes, it is often very difficult to offer appropriate advice.

See if one of these helps - I think you want the second one NetWorkHours.

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OR

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These are user-defined functions and will work either in code or a formulas on the worksheet.

To use NetWorkHours, you must feed it the following parameters:

• Shift Start and Shift End (E.g 08:00, 17:00)
• Task Start and Task End (including date) - E.g. 7/18/2018 12:45, 7/19/2018 09:30
• Range of Holiday Dates (Optional)

In the example above it will compute the time between 12:45 to 17:00 and then add on the time between 8:00 and 9:30.

Here is a sample. Note, I don't take into consideration lunch breaks. Also revised code

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Posts crossed - see the example.