Critical (P1)30 Mins (BH) 120 Mins(NBH)
High (P2) 60 Mins (BH) 240 Mins(NBH)
Average (P3) 90(BH) 360 Mins(NBH)
Low(P4) 120 Mins (BH) 480 Mins(NBH)
Business Hours is 0800 hrs - 2000 hrs
In the attached excel sheet have to define column I as BH or NBH with reference as call open time and classify SLA breached as true or false according to priority and when the call was logged whetehr in BH or in NBH.
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