Setting the global thresholds
In Real Time you can configure the thresholds for some of the agent states.
Real Time uses the state thresholds to indicate how long an agent has been in their current state. The graphical representation of an agent on the Real Time desktop is usually outlined in gray. If the agent has been in their current state for longer than the threshold for that state, the agent is outlined in red. Supervisors can quickly see which agents have been on a break for too long, for example.
To set the thresholds, perform the following steps:
In the manage section of the toolbar area, click settings.
In the fields alongside each of the agent states, type the threshold for that state.
Click Save.