In the example, Bob is currently in the Busy state, specifically Busy In. Bob has not yet exceed the threshold for the Busy state so is outlined in gray. However, the upper bar shows that Bob has been in this state for more than half the threshold time—Bob should think about wrapping up the call now. The lower bar shows that Bob has been in the Ready state for the longest time (9 minutes) today, and was in X-away (extended away) state for 4 minutes. |