Calculator Form
Example Data Table
| Case | Opened | Resolved | Paused Hrs | Reopens | Rework Hrs | Cases | Net Hrs | Avg Hrs | SLA |
|---|---|---|---|---|---|---|---|---|---|
| Benefits escalation | 2026-03-02 09:00 | 2026-03-04 15:30 | 2.50 | 1 | 1.50 | 4 | 21.50 | 5.38 | Ahead of SLA |
| Payroll discrepancy | 2026-03-05 10:15 | 2026-03-06 16:45 | 1.00 | 0 | 0.00 | 2 | 13.50 | 6.75 | Outside SLA |
Formula Used
Gross elapsed time = Resolved time − Opened time
Business window time = Sum of overlap between the case timeline and each included working window
Rework hours = Reopened count × Rework hours per reopen
Base counted hours = Business window time, or gross elapsed time when business filtering is off
Net resolution time = max(0, Base counted hours − Paused hours + Rework hours)
Average per case = Net resolution time ÷ Cases resolved
Cases per workday = Cases resolved ÷ (Net resolution time ÷ Working hours per day)
SLA variance = Average per case − SLA target hours
How to Use This Calculator
- Enter the case label, opened date-time, and resolved date-time.
- Choose whether calculations should use only working hours.
- Set daily start and end times for the team schedule.
- Select whether weekends count toward resolution measurement.
- Enter paused hours for waiting periods outside active handling.
- Add reopen count and average rework hours if cases cycle back.
- Enter total cases resolved to calculate average handling time.
- Optionally add SLA target hours to compare service performance.
- Press the calculate button to show results above the form.
- Download the result summary as CSV or PDF if needed.
FAQs
1. What does case resolution time measure?
It measures how long a case takes to move from opening to final resolution. This helps HR teams assess responsiveness, workload, staffing needs, and service consistency across support categories.
2. Why would I use business hours only?
Business-hour mode excludes nights and optional weekends. It gives a cleaner view of actual operating time and prevents long off-hour gaps from inflating service metrics unfairly.
3. What are paused hours?
Paused hours represent waiting periods not actively handled by the HR team, such as pending employee documents, manager approvals, or external dependency delays.
4. Why add reopen count and rework hours?
Reopened cases often create extra effort after an apparent closure. Adding rework hours helps reflect the real labor impact and highlights process quality issues.
5. What does average hours per case show?
It divides net resolution hours by the number of cases resolved. This makes performance easier to compare across weeks, specialists, queues, or different HR functions.
6. How is SLA status determined?
The calculator compares average hours per case with your target. Lower than target is ahead, equal is on target, and higher than target is outside SLA.
7. Can I use this for multiple cases at once?
Yes. Enter the total cases resolved during the measured period. The calculator then shows average time per case and estimated throughput per workday.
8. When should I export CSV or PDF?
Use exports when sharing results with managers, attaching evidence to monthly reports, or keeping documented snapshots for audits, reviews, and workforce planning.