I need to work out if the time captured in my AmendedDate column falls outside normal business hours.
So basically I am reporting for a Call Centre, which logs support tickets. In my Database I already have a created Date (when the Ticket was Issued), AmendedDate (When the technician made any changes) and CompletedDate (Ticket is closed). I would now like a formula that I can track whether the ticket is amended or closed if after 5pm.
So if the ticket is issued at 16:30, and the consultant either amends or closes the ticket at 17:30, I would like to track that 30min was spent on "overtime" for this technician. Same would apply if changes are made at 07:30 in the morning and the business day only start from 08:00 AM.
Any thoughts please?