'Agent Login' Report - Clarification on 'Login End Time'

Content

Hi,

There is a delivered 'Agent Login Report' (Reports Explorer > Service> Agent Reports > Agent Login) that shows info on number of log ins, average time logged in, number of incidents edited, etc.

On the login data, it shows the start time, end time and total logged in time for each session an agent utilized.  When closing out of Service Cloud, a message displays asking the logged in user to select 'yes' or 'no' - 'yes' shuts down the app whereas 'no' keeps the app running in the sys tray.  As long as the app is running in the sys tray, this seems to count against the logged in time (which makes sense since the app is technically still running).  However, if an agent shuts down their computer without first closing the app, it seems