Engagement duration timer

The Engagement tab also displays the total duration of the engagement in the following time format: HH:MM:SS

Based on the handle time Service Level Agreement (SLA) configuration, the Engagement duration timer displays a different visual identifier, to indicate when the handle time is within, approaching, or exceeded the configured SLA.

Icon	Description
	Total Engagement Time within SLA
	Total Engagement Time approaching SLA
	Total Engagement Time exceeded SLA