Define the measured event and open intervals
Synthetic desk is staffed on 20 October 2026 from 09:00–12:00 and 13:00–17:00 Hong Kong time. The local measure runs from receipt to a meaningful case reply, counting only staffed minutes. T-221 arrives at 11:50, receives a receipt-only acknowledgement at 11:52 and a case-specific reply at 13:20. The acknowledgement does not end this measure. No contractual response promise or general business-day calendar is defined.
| Event | Time | Measured effect | Evidence |
|---|---|---|---|
| Ticket received | 11:50 | Start clock | Receipt record |
| Acknowledgement | 11:52 | Clock continues | No case-specific answer |
| Meaningful reply | 13:20 | Stop after 30 staffed minutes | Explains finding and next case action |
Add only time inside staffed intervals
- Identify receipt and qualifying reply
- Read the declared staffed intervals
- Sum their overlap with the waiting period
- Report staffed and wall time separately
If a holiday or an extra shift applies, use the agreed calendar for that date; do not borrow this one-day example.
How many staffed minutes elapsed before the meaningful reply?
Show the worked answer
Thirty: ten minutes from 11:50 to 12:00 plus twenty from 13:00 to 13:20. Wall time is ninety minutes; the receipt-only reply does not reduce the result to two.
Keep the measured reply definition and staffed intervals with the result. Additional shifts or closed dates require their own calendar evidence.