Workload and monitors

Employee Workload can affect the value displaying in real-time monitors for ACD, Ringing, Hold, and Work Timer if employees are handling multiple interactions that are in the same state. If an employee is handling multiple interactions at the same time in the same state, the Agent or Employee monitor will display the time of the oldest interaction. When the oldest interaction changes its state, the time will change to the time of the next oldest interaction.

For example, if an email agent in ACD was handling two emails, one at 5:30 and the other at 1:30, the displayed ACD time would be 5:30. If the employee finished handling the oldest email, the time would change to 1:30.

For more information on Workload, see "Configuring Workload".