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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / How to count holidays ...
Customer experience | Sales, Customer Insights,...
Suggested Answer

How to count holidays in Resolve by KPI as well as in calculated field.

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Posted on by Viru 30

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In my scenario I want 2 different dates (I will create missing fields.)

1.  Actual TAT: number of days from the created on / assigned  till now, if the case is not resolved. (excluding holidays [saturday / sunday/ festival holidays]).

      its field type is [whole number and calculated field].

2. TAT Exceeded By: here (clouser date - expected TAT) (excluding holidays [saturday / sunday/ festival holidays]).

AND,

I am getting Resolved by KPI -3d 18h but it is counting holidays also..

Please help me as I want to submit my project tomorrow.

I have the same question (0)
  • Inogic Profile Picture
    Inogic 748 on at

    In Resolved by KPI, to exclude holidays you need to add Business Hours while defining SLA Item.

    Business-Hours.jpg

    Business Hours is basically a look up where you need to select the record of Customer Service Schedule which determines the business hours for each day in a week and also the weekly offs. You can include Holiday Schedule in Customer Service Schedule so that the SLA’s running take into consideration the respective holidays as well. Kindly find the link here to create Customer Service Schedule.

    Hope this helps.

    Thanks!

  • Suggested answer
    Yoshika Suzuki Profile Picture
    Yoshika Suzuki Microsoft Employee on at

    I hope you find this article helpful as well.

    learn.microsoft.com/.../define-service-level-agreements

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