Hello Zendesk community,
I’m seeking assistance with a custom metric for calculating Corrective Action Response Time (CART). To give you some background, we calculate the time from when a ticket is created until a checkbox field, “Corrective Action Response Sent to End-User?”, is checked. The time is calculated using the Seethawk Timer app.
We have different breach conditions based on the client type:
• Type 1: 6 hours
• Type 2: 2 business days (12-hour schedule within business hours)
For Type 1, the formula I’m using to calculate breached time is as follows:IF (VALUE(Corrective Action Response Time (mins)) > 360) THEN (VALUE(Corrective Action Response Time (mins)) - 360) / 60ELSE 0 ENDIF
This works fine, as it calculates the time that has gone past the 6-hour CART.
However, I’m struggling with the formula for Type 2. Here’s what I’ve tried so far:IF (VALUE(Corrective Action Response Time (mins)) > 1440)THEN ((VALUE(Corrective Action Response Time (mins)) - 1440) / 60) * (12 / 24)ELSE 0ENDIF
The issue is that this doesn’t account for business hours. What I need is a formula that calculates the time past 24 business hours (based on a 12-hour working day). If the CART exceeds 24 business hours, I want to see the amount of breached time.
Any help on how to achieve this would be greatly appreciated!
Thank you so much for taking the time to read this!
Thank you for reaching out to the Zendesk community regarding your custom metric for calculating Corrective Action Response Time (CART). I understand the importance of accurately tracking breaches based on different client types, especially concerning your business hours.
For your Type 2 formula, since you're looking to measure time past 24 business hours within a 12-hour working day, you can try a modified approach. The calculation you've shared does not account for business hours, so you may want to incorporate business hour settings into your metric.
Here’s a formula that could help:
However, to fully account for business hours, you may consider creating a more complex metric that calculates the number of business hours involved. For instance, since 24 business hours would be equivalent to 2 full business days in your 12-hour schedule, you can use:
Make sure to replace business_hours with the actual hours relevant to your setup.
For further detail and best practices on handling time-based metrics, you can refer to the following article: Reporting on the duration of fields.
If you have any additional questions or need more specific guidance, feel free to reach out. We're here to assist you!