11 Replies Latest reply: Sep 21, 2012 7:04 AM by widaad.jameel RSS

    Time taken to close call logic

    Chris Hopkins

      Hi All,


      I need some help with the following if possible please?


      I need to find the Time to Close time.

      I have a Call Open timestamp and a Call Close timstamp and i need to fine the difference beween them to give me the time taken to resolve the call.


      But it gets a bit tricky as the working day is between 9-5, so if a call is opened on Tuesday at 10am and closed on Wednesday at 11am then the time would be:


      Tues 10am to Tues 5pm = 7hrs

      Wed 9am to 11am = 2hrs

      Total time taken = 9hrs


      I have attached a sample.