help • 1 Enreach Contact Qboard • Colour marking for queue utilisation
1.3 Colour marking for queue utilisation
To get a quick overview of the utilisation of queues, you can define threshold values above which your queues are displayed in orange or red in Qboard. The colour highlighting gives you a visual warning in case of high queue load.
To define the colour marking for queue utilisation
1 In Qboard, select | Notifications.
2 Activate the option Agents availability alert threshold to set a colour coding for queue utilisation.
3 Drag the respective slider to the left or right to set the following values:
Parameter
Explanation
Change to orange when agents are busy
Set a percentage value for busy agents above which a queue is displayed in orange (warning level 1).
Change to red when agents are busy
Set a percentage value for busy agents above which a queue is displayed in red (warning level 2).
Change to red when caller is waiting
Set in an interval from 30 to 300 seconds the waiting time of a caller, from which it will be displayed in red in the Overview of incoming calls.
* 
For the warning thresholds, agents who have an active call in a queue (for the respective or another one) count as "busy". See In a call in another queue.
Agents that are offline are not considered in the thresholds.
 
*The changes are effective immediately.