How To Calculate Amount Of Overlapping Time

Jun 21, 2013

I have been looking all over and cannot find an answer on how to do this. I work for a call center that takes inbound technical support calls. We recently added a chat support option for our end users. Our chat agents can take up to 3 chats at the same time. I need to determine the total amount of concurrent chats for each agent per day as well as the total amount of concurrent time for each agent per day. Below is a sample of my data. Notice how the start time on row 5 is earlier than the end time on row 4. I need excel to count this as a concurrent chat and then calculate the amount of time that was concurrent (in this example it would be 16 minutes). Currently I have 2000 rows of data and 30 different agents.

Start_Time
End_Time
Agent Name (Num)

6/3/13 12:13
6/3/13 12:24
14

[Code] .........

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How to calculate overlapping times. I have found a few formulas on here I have tried to reproduce with no luck. This thread is similar to my issue.(How to calculate the amount of overlapping time) I need a non VBA format.

I need to know what times are overlapping; I need to see when two people are working active cases at the same time and how much time is overlapping. This is a huge spreadsheet with several rows of data. At this moment I am dong it all manually.

Here is a sample of what is looks like. As you can see the first line is overlapping with the second line by 8 minutes into the next case.

NAME
DOS
Start time
End Time

Person A
2/3/14
6:40
7:38

[Code] .....

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Conditional Formatting - Overlapping time.xlsx‎

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Assume Start_Time is Column_A and End_Time is Column_B
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But if an event overlaps with more than one in their duration the result would be their maximum overlap during this time frame.

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production01.png

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[Code] .....

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