Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

The Call Activity tab enables you to set the thresholds for call duration at a 
particular type of device (CSQ [contact service queue] and Agent) while a call is 
in the contact center.

If a call remains at a device longer than the defined Caution or Warning threshold, 
a Caution or Warning icon is displayed next to the device name in the call activity 
pane of the Enterprise Data window.

You must enter threshold times in the Warning fields before 

entering threshold times in the Caution fields. Desktop Administrator will 
not accept data entered in the Caution fields if no data appears in the 
Warning fields.

The Warning threshold value must be greater than the Caution 

threshold value. If you enter a greater value in the Caution field, Desktop 
Administrator automatically changes it so that it is one second less than 
the Warning value.

Check the Show Call Activity check box to enable the agent to view call activity 
data in the Enterprise Data window.