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1. On the toolbar, click .
   The Default SLA tab appears.
2. On the Default SLA tab, in the rows displaying the statistic parameters for which you want to define default SLAs, as required, in the Too low and Too high columns:
   1. Double-click the Violation cell, and then specify a value.

   2. Double-click the Warning cell, and then specify a value.
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      Info
      The Not ready duration statistic parameter is split to accommodate the reasons for an agent to not be in the Ready state. You can specify different SLAs for each of them as appropriate (for example, one hour for lunch or 15 minutes for break, as represented in the following image).

      
      

      Tip
      You can revert all your changes (before you save them) by clicking the Undo client SLA changes icon ().

      
      

3. Click the Save client SLA changes icon ().
   Default SLAs are saved.

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1. On the dashboard, in the panel, click .
   The Plugins option displaying the Change agent state option appears.
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2. Select the Change agent state option.
   A checkbox appears next to the name of each agent in the Agent column.
3. Select the checkbox next to the name of each agent whose state you want to change, and then, as required, click Force Ready, Force Not Ready, or Force Logoff.
   The Info window appears.
4. If you want to send a message to the selected agents before changing their state, enter a message in the window.
5. Click OK.
   The state of the selected agents is changed, and their updated state appears in the State column. If you had clicked Force Logoff, the selected agents are logged out and their names no longer appear in the grid.

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