I am in need of some assistance. I need to form a calculation for my employer. The Help Desk is opened from 7:30am to 6:30pm. I am in charge of excel reports for email support to ensure we are meeting all SLAs. If an email comes in at 8:00am and we have not responded to this user until the next day at 9:15am, we need to track the actual time it took to respond. How can we construct a formula to take into consideration the 11 hour work day from 7:30am to 6:30pm.
This is what i have so far. Again, it does not take into consideration our business hours and actual time it took to respond.
Please help.
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