How to determine average time between phone calls

[pcvchriskmg]

Hello all,

I work for an organization that outsources a call center service.

We want to calculate the average time between calls. Our call center operates from 8 AM to 5 PM Monday through Friday.

Right now, column A is the date and column B is the time of when the call came in. I want to calculate the time elapsed between two calls in column C.

For example: (my mock spreadsheet with columns)

A------------B---------C

7/22/2011---10:00 AM
7/22/2011---10:23 AM--23 minutes
7/22/2011---11:24 AM--61 minutes

BUT, if the next call comes in the next day,
7/23/2011 10:00 AM
It would need to subtract out the time of when the call center was non-operational (5:00 PM -> 7:59 AM of the next morning).
So the time would include the rest of that day's shift (ending at 5 PM) and then any time that elapsed between 8 AM of the next morning and when the call came in. For example, if I receive a call at 4 PM on Thursday night, and then the next call is at 9 AM on Friday morning, the elapsed time is 2 hours.

Calls that would come in on Monday would also need to subtract out the weekend time.

I am not married to this current format. So if it would be better to combine the date and timestamp into one cell, that is fine with me. Or if someone sees a better way to initially organize the data, that is OK too.

Thanks in advance,
Chris

 

[cjcobra]

You could put an IF statement looking to see if it's the same day or not. If so, take (5pm minus the last time) + (the new time - 8am).

 

[MikeWx]

This formula in column C takes in to account next day and week end time differences:

=ROUND(IF(A3=A2,B3-B2,(9*(NETWORKDAYS(A2,A3)-2)+((17/24)-B2)+(B3-(8/24))))*24*60,0)&" minutes"

 

[markmzz]

Or try this:

<b>Excel 2007</b><table cellpadding="2.5px" rules="all" style=";background-color: #FFFFFF;border: 1px solid;border-collapse: collapse; border-color: #A6AAB6"><colgroup><col width="25px" style="background-color: #E0E0F0" /><col /><col /><col /><col /><col /><col /><col /><col /></colgroup><thead><tr style=" background-color: #E0E0F0;text-align: center;color: #161120"><th></th><th>A</th><th>B</th><th>C</th><th>D</th><th>E</th><th>F</th><th>G</th><th>H</th></tr></thead><tbody><tr ><td style="color: #161120;text-align: center;">1</td><td style=";">Date</td><td style="text-align: center;;">Time</td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: center;;">Start</td><td style="text-align: center;;">End</td></tr><tr ><td style="color: #161120;text-align: center;">2</td><td style="text-align: right;;">7/22/2011</td><td style="text-align: center;;">10:00</td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;">Fri</td><td style="text-align: right;;"></td><td style="text-align: center;;">8:00</td><td style="text-align: center;;">17:00</td></tr><tr ><td style="color: #161120;text-align: center;">3</td><td style="text-align: right;;">7/22/2011</td><td style="text-align: center;;">10:23</td><td style="text-align: right;;">23</td><td style=";">minutes</td><td style="text-align: right;;">Fri</td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td></tr><tr ><td style="color: #161120;text-align: center;">4</td><td style="text-align: right;;">7/22/2011</td><td style="text-align: center;;">11:24</td><td style="text-align: right;;">61</td><td style=";">minutes</td><td style="text-align: right;;">Fri</td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td></tr><tr ><td style="color: #161120;text-align: center;">5</td><td style="text-align: right;;">7/25/2011</td><td style="text-align: center;;">10:00</td><td style="text-align: right;;">456</td><td style=";">minutes</td><td style="text-align: right;;">Mon</td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td></tr><tr ><td style="color: #161120;text-align: center;">6</td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td><td style="text-align: right;;"></td></tr><tr ><td style="color: #161120;text-align: center;">7</td><td style=";">*******</td><td style=";">*******</td><td style=";">*******</td><td style=";">*******</td><td style=";">*******</td><td style=";">*******</td><td style=";">*******</td><td style=";">*******</td></tr></tbody></table><p style="width:6em;font-weight:bold;margin:0;padding:0.2em 0.6em 0.2em 0.5em;border: 1px solid #A6AAB6;border-top:none;text-align: center;background-color: #E0E0F0;color: #161120">CallCenter</p><br /><br /><table width="85%" cellpadding="2.5px" rules="all" style=";border: 2px solid black;border-collapse:collapse;padding: 0.4em;background-color: #FFFFFF" ><tr><td style="padding:6px" ><b>Worksheet Formulas</b><table cellpadding="2.5px" width="100%" rules="all" style="border: 1px solid;text-align:center;background-color: #FFFFFF;border-collapse: collapse; border-color: #A6AAB6"><thead><tr style=" background-color: #E0E0F0;color: #161120"><th width="10px">Cell</th><th style="text-align:left;padding-left:5px;">Formula</th></tr></thead><tbody><tr><th width="10px" style=" background-color: #E0E0F0;color: #161120">C3</th><td style="text-align:left">=IF(<font color="Blue">A3=A2,B3-B2,(<font color="Red">H$2-B2+B3-G$2</font>)</font>)*24*60</td></tr><tr><th width="10px" style=" background-color: #E0E0F0;color: #161120">E2</th><td style="text-align:left">=A2</td></tr></tbody></table></td></tr></table><br />
Markmzz