How is the attribute, total time spent (sec), calculated? Is this value defined by the amount of time a ticket has been viewed by at least one agent? Or is it defined by the amount of time a ticket is being actively worked on by an agent (edited by agent or agent engaging with customer, etc.)?
I ask because the total time spent (sec) on several tickets in our set looks extremely high for what I assumed this attribute would measure; namely, the amount of time a ticket is being actively worked on.
I was unable to find a definition for this attribute.
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