Overdue tags appear whenever an SLA is "breached". They are designed to indicate this to the agent, to make them hurry up, I suppose.
These Overdue tags in our case appear, whenever we have a big backlog. We have backlog when the entire team has too many tickets due to our site's popularity, or when there are too few people to handle tickets.
The agents are not directly culpable for these factors, yet they are confronted with "Overdue" labels, which can be interpreted as punitive or pressuring.
My agents do not care for them, I do not care for them, and therefore we would like to be able to turn off these labels.
