How to calcalute metric during business hours

[j0unss]

Hi,

I have requirement to create new metric to calculate if Cases are handled in 15 minutes. I have read about the metrics, this would seem relatively easy, but we have requirement that metric should be calculated during our business hours between 8:00-16:00

Few use cases to clarify what I mean:

If we recieve case at 07:00, calculation should start at 8 and and case should be assigned before 8:15 => if Case is classified at 8:05 metric should return True, 8:20 false.

If we recieve case at 18:00, calculation should start at 8:00 next morning and case should be assigned before 8:15.
If we recieve case at 15:53, calculation should start at 15:53 then pause at 16:00 and continue next morning 8:00 and case should be assigned before 8:07. 

Any ideas how to create this metric?

Kind regards,

J0unss

[AndersBGS]

Hi @j0unss ,

This is exactly where to use SLA definitions with business schedule is in use - Not metrics. You will in the SLA definition be able to set a schedule to cope with your requirement. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders