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Request assistance understanding how Incident Edit Time is greater than total time agent logged into

edited Apr 20, 2016 2:20PM in Reporting & Analytics for B2C Service 2 comments

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Pulling up the Agent Login Report (Report ID :54). I can see the following agent who was logged into OSC for 10h 50m 51s but Incident Edit Time is 19h 12m 41s. Is this accurate? If yes, can someone please shed some light? Definition for these columns are listed below..

 Total : Lists the total amount of time the agent was logged in to Oracle RightNow CX Cloud Service during the interval. The date grouping (interval) is specified in the report's parameters.

Incident Edit Time : Lists the total amount of time the agent spent editing incidents during the interval. The date grouping (interval) is specified in the report's parameters.

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