Explanation
Supervisor workflows are a feature of Cisco Finesse that allow supervisors to automate certain actions based on predefined criteria. For example, a supervisor can configure a workflow to send an email notification, play a sound, or launch a web page when a certain condition is met. The criteria that can be used to control supervisor workflows are based on the statistics of the skill groups or queues that the supervisor monitors. One of the criteria that can be used is the duration of the oldest call in queue, which indicates how long the longest waiting call has been in the queue. This criterion can help supervisors identify situations where the service level is not being met or the queue is overloaded, and take appropriate actions to resolve them. The other options, such as the length of time an agent is in the NotReady state, the number of agents logged in, or the number of calls abandoned, are not valid criteria for supervisor workflows. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1) SU2, Cisco Supervisor Desktop