Attention items

The Needs attention panel lists what a supervisor should look at now, most urgent first: critical before warning, then the longest-running first. Each item names its queue, agent or campaign, says what is wrong with the numbers, and offers the action that usually fixes it. When nothing breaches a limit, the panel shows All clear.

Items are recomputed every 5 seconds from the live data and disappear on their own when the condition ends.

What raises an item

Item	Raised when	Severity	Main action
Service level breach (queue)	Service level over the last 30 minutes is below the queue's target, with at least 5 answered or abandoned contacts in that time.	Critical when more than the console's service level gap (10 points by default) below the target.	Add agents, Open queue
Long wait (queue)	Contacts are waiting and the oldest has waited past the longest-wait limit (60 s warning, 120 s critical by default).	Warning or critical by limit	Add agents, Open queue
No agents (queue)	Contacts are waiting and nobody who can take them is working.	Critical	Add agents, Open queue
Wrap-up overrun (agent)	An agent has been in wrap-up longer than 2 minutes.	Critical after 5 minutes	Open agent
Away overrun (agent)	An agent has been in an unavailable activity longer than its limit: 15 minutes by default, 45 for Lunch, 60 for Meeting, 120 for Training.	Critical after twice the limit	Set available, Open agent
Long task (agent)	An agent has been on one task longer than 3 times the queue's AHT, and at least 10 minutes.	Warning	Open agent
Missed reservations (agent)	An agent has missed (timed out or rejected) 5 reservations today.	Critical at 10	Open agent
Dialer abandon (campaign)	A campaign's live abandon is above its target.	Critical at 1.5 times the target	Pause campaign

The staffing estimate never raises an item on its own: it is too noisy on small queues.

Agents with an item are flagged in the agents table; Exceptions only filters the table to them.

The actions

• Add agents opens a list of agents in scope who do not have the queue's skill, available agents first. Selecting agents and confirming adds the skill to each of them, so they start getting the queue's tasks right away. This works for queues that route on a single Flex skill; for other queues, change agents' skills from their own panel.
• Set available moves the agent to the first available TaskRouter activity.
• Open queue and Open agent open the drill-downs. See Agents and actions.
• Pause campaign pauses the dialer campaign.

Every one of these changes is written to the audit trail.

Acknowledge and snooze

• Acknowledge says "I've seen this". The item moves to a folded Acknowledged and snoozed section with who acknowledged it. The acknowledgement lasts while the condition lasts: once the condition clears, the acknowledgement is dropped, and the same problem coming back later is a new item.
• Snooze hides an item for 15 minutes, 30 minutes or 1 hour. It returns after that if the condition still holds.
• Show again undoes either.

Acknowledgements and snoozes are shared: every supervisor sees that an item was acknowledged, and by whom.

An agent item is tied to the specific episode. A wrap-up overrun is keyed to the wrap-up that started at a given time, so acknowledging it does not hide the agent's next long wrap-up.

Rule settings

The limits above are defaults. Admins can change them with a settings request (there is no settings screen in the console yet); see Setup and settings.

Setting	Default	Meaning
wrapWarnSec, wrapBadSec	120, 300	Wrap-up warning and critical, in seconds.
awayLimitSec	900	Default limit for unavailable activities, in seconds. Critical at twice the limit.
activityLimitsSec	Lunch 2700, Training 7200, Meeting 3600	Per-activity limits that replace awayLimitSec, by TaskRouter activity name.
longTaskFactor, longTaskMinSec	3, 600	A task is long at this multiple of the queue's AHT, and never under this many seconds.
ronaWarn, ronaBad	5, 10	Missed reservations today for a warning and for critical.
slMinSample	5	Answered or abandoned contacts in 30 minutes before a queue's service level can raise an item.

The longest-wait and service level limits come from the console's colour limits. The service level target itself is per queue, in the service level settings.