Working Time represents the total productive time an agent tracks within a given reported period. Working Time differs from Total Time in that it excludes General Tasks that are marked as "Exclude from Occupancy".
Formula: [Total Time] - [Excluded General Tasks] = Working Time
Here's an example to illustrate the difference between Total Time and Working Time:
Total Time = All time logged for the agent, regardless of what type of time it is (productive or not).
Working Time = Paid/Productive time. If you have an unpaid Lunch break then you would Exclude Lunch from Occupancy and it would not be counted as part of Working Time.
Note: If a General Task is excluded from Occupancy then it will still be included in Total Time, however, it will be excluded from the Working Time.
Common uses of Working Time
Working Time is a great way to measure the number of paid hours within your support organization.
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