Actual Durations

The actual duration is the difference between the work request Schedule Date and the Actual Response or Actual Completion. The values represent actual service hours of the property and do not include non-scheduled working time, for example, holidays or property nonworking hours.

The Scheduled Date used in the calculation is the date displayed on the Request Details page in the General Information pane. It may be a date later than the date on which the request was actually created.

When the response time is not based on Labor:

• Response Time – The response time is calculated as being from the Scheduled Date to the time/date of the first change in status (must be to a status whose Response Flag setting = Yes). This is primarily used in business functions where benchmarks are produced on defined property working hours. The Response Time can be a negative number for requests scheduled for the future.

• Completion Time – The completion time calculates as being from the request creation date (or Schedule date if it is in the future) to the time/date of the first change in status to a status where the Work Complete Flag or Closing Status Flag = Yes.If the Completion Time is before the scheduled start date, it will default to a value of 0, not a negative number.

Calculated durations will only take into account the overlapping service hours in a day associated with that request. Times outside the service hours of a property will be taken into account when calculating durations. Holidays associated with a property will also be excluded, and daylight savings time changes are taken into account for all calculations.

Examples

The following are examples of how values would be calculated for response duration and completion duration.

1– Request is opened within service hours and responded to outside of service hours (same day)

• Service Hours 9 – 5
• Request opened at 4:30 pm and responded to at 6:30 pm the same day
• Act Response Time = 1/2 hours
• Calendar Response Time = 2 hours

2 – Request is opened within service hours and responded to in the service hours (next day)

• Service Hours 9 – 5
• Request opened at 4:30 pm and responded to at 9:30 am the next day
• Act Response Time = 1 hours
• Calendar Response Time = 17 hours

3 – Request is opened and responded to within the same service hours period

• Service Hours 9 – 5
• Request opened at 4:30 and responded to at 4:45
• Act Response Time = 15 min
• Calendar Response Time = 15 min

4 – Request is opened outside of service hours and responded to inside of service hours (same day)

• Service Hours 9 – 5
• Request opened at 8:30 am and responded to at 9:30 am
• Act Response Time = 1/2 hours
• Calendar Response Time = 1 hour

5 – Request is opened outside of service hours and responded to outside of service hours

• Service Level Hours 9 – 5
• Request opened at 5:30 and responded to at 6:30
• Act Response Time = 0 hours
• Calendar Response Time = I hour

6 – Request is opened/scheduled inside of service hours and responded to prior to the Scheduled date but still within the service level hours

• Service Level Hours 9 – 5
• Request opened/scheduled at 8:30 am on 30th and responded to at 4:30 am on the 29th
• Act Response Time =  -8 hours
• Calendar Response Time = -28 hours

7 – Request is opened/scheduled outside of service hours and responded to prior to the Scheduled date but outside of service level hours

• Example 7b - Crossing Days
  • Service Level Hours 9 – 5
  • Request opened/scheduled at 5:30am on 30th and responded to at 4:30am on the 29th.
  • Act Response Time =  -8 hours
  • Calendar Response Time = -25 hours

• Example 7c - Multiple Days
  • Service Level Hours 9 – 5
  • Request opened/scheduled at 5:30am on 30th and responded to at 4:30 on the 28th.
  • Act Response Time = -16 hours
  • Calendar Response Time = -49 hours