Hi Deepthi, when workflow statuses are created they are assigned to one of three work buckets - To Do, In Progress, Done. To Do are blue, In Progress yellow and Done are green. In theory you could recreate the statuses and change them to a different status colour but you'll need to create a new status with a similar name or delete the old one, create the new status with the new colour and then bulk change them (not recommended).
What I would recommend is that you set up a queue based on the call status and encourage your agents to priortise the tickets using the priority field (if enabled) so you can see which of the calls of the same status are most important or prioritise by time lapsed already.
Hope this helps
Teams break work down in order to help simplify complex tasks. This is often done iteratively, with tasks being broken down into smaller tasks and so on until the work is accurately captured in well-...
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