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SLA map symbols

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SLA map symbols

Icons in the SLA map and what they represent.

Table 1. SLA map symbols
Icon Title Description
Green truck Agent on schedule Current location of an agent selected in the filter. Agents with this icon are on time or ahead of schedule.
Blue truck Agent behind less than 30 minutes Current location of an agent who is less than 30 minutes behind schedule.
Yellow truck Agent behind less than 60 minutes Current location of an agent who is between 30 and 60 minutes behind schedule.
Red truck Agent behind more than 60 minutes Current location of an agent who is at least one hour behind schedule.
Gray truck Agent off the schedule Last known location of an agent who is not currently on the schedule or working on any tasks.
Green marker Green Tasks with a business elapsed percentage from 0 to less than 25.
Yellow marker Yellow Tasks with a business elapsed percentage from 25 to less than 50.
Orange marker Orange Tasks with a business elapsed percentage from 50 to less than 75.
Red marker Red Tasks with a business elapsed percentage over 100.
Multiple tasks Multiple tasks Multiple active tasks with SLAs, clustered by proximity.
Multiple agents Multiple agents Multiple agents, clustered by proximity.
Agent-task combo Agent/Tasks Combination of agents and tasks with SLAs, clustered by proximity.