To indicate to an agent that a customer has been waiting for a response longer than expected, the colors yellow for alert and red for warning are used. A conversation would first be marked yellow as an alert and then red to indicate that the max wait time for customer has been exceeded. It is defined by how long the customer has been waiting for a response, measured in minutes. The wait time thresholds are defined by the administrator.
To define the threshold value for when a conversation should indicate yellow or red:
Go to Conversations > Settings and stay on the General settings tab.
At the top, you have a field called Mark conversation red when customer wait time exceeds and another called the same but for yellow.
For each field, add the threshold value as customer wait time defined in minutes. Note that the threshold value for red needs to be higher than for yellow.
Once a conversation has reached one of the threshold values, the yellow and red indication is visible to agents in the My conversation list in Workspace as and in All conversations as yellow or red lines on the left-hand side of the row. It is also indicated in Assignment both in the Agents list and in Unassigned conversations.