The maximum duration for which a case remains exclusively assigned to a CSR viewing the case in the Console.
The case remains to be locked by a user for 60 minutes.
The scenario is if a CSR creates a new case for an user and does not close it, then the next CSR can open the same case after 60 minutes.
This also holds good if a CSR opens an existing case, another CSR agent would not be able to access that case for 60 minutes.
Help required to see if this value of 60 mins can be reduced to a lower value.?