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Time in Queue (Work Hours)?

edited Oct 29, 2011 4:54PM in Reporting & Analytics for B2C Service 6 comments

Content

Hi,
 
I am  using this report (pdf attached), but I was wondering if the Time in Queue (Work Hours) column, I read the RN definition as " number of hours from a specific event or time, such as two hours from the time an incident was created; relative time is used in business rules and custom reports.  In standard reports, relative time is the amount of time passed backed on an organizations work hours."
 
Do you know what those specific work hours are in this case?  Is it specific to the organizations hours or is it a set of hours set by RightNow?
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