With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin configures the non-working hours (just as now) and the system will take the exact SLA and simply stop the countdown in non-working hours. This way the displayed values on the cases look correct and are not confusing the agents. As well it will allow much better for reporting on the time spent on a case as you can simply take this time instead of trying to figure out what the non-working hours were. The current setup of the system is simply not at all user friendly nor is it transparent.