Grey

Average Handling Time (AHT) not available or the queue doesn't have SLA enabled.

Green

No item is predicted to be at risk or out of SLA.

Orange

At least one queue item is predicted to be at risk.

Red

At least one queue item is predicted to be overdue (SLA breach).

Queue

The name of the queue.

Process

The name of the process which handles the items in the associated queue.

In SLA

The number of items which are going to be processed in time, before reaching the deadline.
This also includes items that are predicted to be at risk.
The sum between the number of items in SLA and the ones out of SLA is always the total number of new items in the queue which have the deadline in the next 24 hours.

At Risk

The number of items which are at risk, meaning they are not going to be processed within the risk deadline, but are expected to fall within the calculated deadline.
Items that are at risk are considered to be in SLA, that's why they are also counted on the In SLA column.

Out SLA

The number of items that are predicted to exceed their deadline along items which have passed their established deadline.
The sum between the number of items in SLA and the ones out of SLA is always the total number of new items in the queue which have the deadlines in the next 24 hours.

Running Robots

The number of busy Robots which run against the corresponding queue, meaning they execute the process set when enabling Queue SLA.

AHT (Per Item)

The average handling time of a processed item, calculated on all items in the selected queue since it was created.
For a new queue, AHT is not calculated unless at least 3 queue items have been processed.

Risk SLA Breach

The amount of time in which the first item in the queue is going to exceed its risk deadline.
Hovering over this value displays the exact time.

SLA Breach

The amount of time in which the first item in the queue is going to exceed its deadline.
Hovering over this value displays the exact time.

Necessary Robots (SLA)

The number of Robots required such that all the items are processed before reaching their deadlines.
The number of necessary Robots to meet the SLA does not depend on the number of running Robots.
Over Capacity is displayed if at least one queue item exceeded its deadline. When this happens, predictions are no longer calculated.

Necessary Robots (Risk)

The number of Robots required such that all the items are processed before reaching their risk deadline.
The number of necessary Robots to meet the Risk SLA is not calculated if there are no Robots running.