Spreadsheet: 127357d1320320770-using-if-else-statement-dependant-on-weekend-rpt05-weekly-performance-against-target-sla
Sheet: Sheet1

Weekly KPI Report
 |  | Incident | Severity | Status | Reported Date/Time | Responded Date/Time | Resolved Date | Response time | Resolution time | Exception
1 |  |  |  |  |  |  |  |  |  | Entered over the weekend
2
3
4 |  |  |  |  |  |  |  |  |  | Entered over the weekend
5 |  |  |  |  |  |  |  |  |  | Entered over the weekend
6
7
8
9 |  |  |  |  |  |  |  |  |  | Entered over the weekend
10
11 |  |  |  |  |  |  |  |  |  | Entered over the weekend
12
13 |  |  |  |  |  |  |  |  |  | Entered over the weekend
14
15
16 |  |  |  |  |  |  |  |  |  | Entered over the weekend
17
18
19 |  |  |  |  |  |  |  |  |  | Entered over the weekend
20 |  |  |  |  |  |  |  |  |  | Retrospective analysis indicated that the ticket really should not have been treated as a Severity 1 incident in the first place (there was no immediated impact to users, only a chance of eating into the tech-go-live lead time). Work info was updated to reflect this fact and a contact from GCS corroborated with a similar grievance over misreporting of severities by Infosys and Cognizant. The decision was made to keep the ticket as a Severity 1 and follow a more rigorous review of information in the future when faced with high severity incidents.
21 |  |  |  |  |  |  |  |  |  | Entered over the weekend
22 |  |  |  |  |  |  |  |  |  | Entered over the weekend
23 |  |  |  |  |  |  |  |  |  | Entered over the weekend
24
25 |  |  |  |  |  |  |  |  |  | No exception
26
27
28 |  |  |  |  |  |  |  |  |  | [NAME] mistakenly assigned the ticket to the IBM queue instead of ours so it spent 4 days in that queue before being routed back. The total time actually taken on the ticket was only 30 minutes so this is actually a KPI achieved
29 |  |  |  |  |  |  |  |  |  | Entered over the weekend
30 |  |  |  |  |  |  |  |  |  | Entered over the weekend
31
32
33
34 |  |  |  |  |  |  |  |  |  | Key
35 |  |  |  | The example in yellow falls on a weekend 23/10/2011 but is not being registered as a weekend day |  |  |  |  |  |  | KPI MET
36 |  |  |  | Its seems the formula is counting the 21st and 22nd of October as weekend days instead of 22nd and 23rd. So for all dates on Friday 21st there is an incorrect calculation happening and for Sunday 23rd the calcs are also incorrect. |  | I.e row 35 should be a Sunday therefore column J should read 2:04 |  |  |  |  | KPI MISSED
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
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