Calculate Time Elapsed, excluding Close of Business Hours

Content

Hello!

I am trying to add a new column to a queue report, which our agents use to view all tickets in a particular queue. I would like this new column to calculate the time that has elapsed since a ticket was submitted/updated, but only counting the hours that our business is open. The Service Level Agreement (SLA) for some of our tickets require that the customer should receive a response within X hours, not counting the hours our business is closed.

This new column will have conditional formatting that changes the text color based on the age of the ticket. It will display orange as it approaches falling out of SLA, and will appear red after it is out of SLA. The goal of this column is to display a more easily identifiable, color-coded metric to notice tickets that are in danger of, or have already fallen out of our Service Level Agreement parameters