Guided project · 6 steps Cellwise Plus
Support ticket SLA report in Excel
Count business days to resolve, check each ticket against its target, and report the SLA rate.
You will use: IF, NETWORKDAYS, ISBLANK, XLOOKUP, COUNTIF, ROUND, COUNTIFS
Starting data
| A | B | C | D | E | F | G | H | I | J | K | |
|---|---|---|---|---|---|---|---|---|---|---|---|
| 1 | Ticket | Priority | Opened | Resolved | Agent | Workdays | Target | SLA | Priority | Target | |
| 2 | T-301 | High | 2026-10-05 | 2026-10-05 | Ana | High | 1 | ||||
| 3 | T-302 | Low | 2026-10-05 | 2026-10-13 | Raj | Medium | 3 | ||||
| 4 | T-303 | Medium | 2026-10-07 | 2026-10-09 | Ana | Low | 5 | ||||
| 5 | T-304 | High | 2026-10-08 | 2026-10-12 | Raj | ||||||
| 6 | T-305 | Medium | 2026-10-09 | 2026-10-16 | Kim | Breached | |||||
| 7 | T-306 | Low | 2026-10-12 | 2026-10-15 | Kim | SLA met rate | |||||
| 8 | T-307 | High | 2026-10-14 | Ana | High breached | ||||||
| 9 | T-308 | Medium | 2026-10-15 | 2026-10-19 | Raj |
Build it step by step
Step 1
Count workdays from opened to resolved in F2 (same day counts as 1). Tickets with no resolved date should say "Open". Fill to F9.
Step 2
Look up each ticket’s target workdays from the table in J2:K4. Write it in G2, fill to G9.
Step 3
In H2 show "Open" for open tickets, "Met" if workdays are within the target, otherwise "Breached". Fill to H9.
Step 4
How many tickets breached their SLA? Put it in K6.
Step 5
What share of closed tickets met the SLA? Leave open tickets out, round to 2 decimals, in K7.
Step 6
How many High priority tickets breached? Put it in K8.