Currently SLA cannot be set up to only look at working hours but also off work hours need to be added to prevent cases from being escalated too soon. As a result especially for reporting the figures get quite confusing as they don't show the actual (working) time spent on the case but the total time incl. off work.

Example: working hours are from 09.00 to 17.00. An agents picks up a case at 16.00 and closes it the next day at 09.30. The actual time spent is 1.5 hrs and not 17.5 hrs as the system would show.