How do I find cases already beyond the agreed first-reply deadline?
Elapsed minutes include all clock time. Subtract only pauses the customer has agreed can be excluded. A case exactly at its target is due now.
Open Reply Window DeskTry the worked example
These are the example inputs from Reply Window Desk. Replace them in the tool to run your own case.
| Case | Elapsed minutes | Excluded minutes | Target minutes |
|---|---|---|---|
| Atlas | 78 | 10 | 60 |
| Vale | 45 | 5 | 60 |
| Wren | 60 | 0 | 60 |
Example result
1 overdue · 1 due now
Who uses this?
Support supervisor. The free online tool runs the calculation in your browser. To edit the files and use the tools offline in one business, see the €49 offline edition.
Where the idea came from
Find cases already beyond the agreed first-reply deadline. The creator describes recovering delayed enquiries and identifying a workable booking process. Benchcraft designed this tool’s inputs, decision rule and example for this office task.
Original video