Working Time presents the time you pay an agent to work.
This is a simple calculation that is the TOTAL TIME of the AGENT - ANY TIME SPENT ON EXCLUDED GENERAL TASKS. I.e. Lunch or Break
Formula: [Total Time] - [Any time spent on Excluded General Tasks] = Working Time
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.
To help better understand the difference, think of it like this:
Total Time = All of the time logged for the agent, regardless of what type of time it is.
Working Time = The time you pay an agent to work. For example: If you have an unpaid Lunch break then it should be excluded from Occupancy.