You can see the following information about an agent that you have added to the Real Time desktop. For information on adding agents to the desktop, see Organizing the Real Time desktop.
The upper bar displays the agent's current state and how long they have been in the state in proportion to the threshold for that state. For information about thresholds, see Setting the global thresholds.
The lower bar displays the length of time an agent has spent in each state on the current day.
Info
In Real Time, a day is the twenty four hour time period from the time set in the queue history start section. For information on the queue history start time, see Setting queue history start time.
When you move the mouse pointer over the agent, the agent tooltip appears. The agent tooltip contains more detailed historical information about the agent's states.