Setting up thresholds for "NR Reason" in "Agent Display" view

[ozangelus]

Hi, guys.

In the Helpdesk Callcenter I currently work at, they pretty much have a mess with the "Agent Display" real time view.

I have been correcting them, and I have set up different values for different "In call status".

My problem is the following, in this call center we have added different activity codes (such as break, lunch an meeting), which whenever the agents select them, their "in call status" changes to Not Ready (as it should, since they place themselves in Not Ready first and then they select the activity code), and the activity code shows up in "NR Reason column". Everything is perfect up to this point.

However, when setting up thresholds for this Agent Display view, I realized I'm only able to set up thresholds for what is displayed on the "in call status" column, but I cannot set up any for the "NR Reason" column.

If I set up a threshold for the "Not Ready" in call status, that will affect all activity codes, but I am not able to set up individual thresholds for each activity code. In order to have different threshold times for break, lunch and meeting activity codes.

Any idea if this is possible?

Thanks in advance for your time!