The call controls shown to the agent's screen is a very powerful tool for the agent as it allows them to perform multiple functions. The timer running on the screen shows them the time they spent on the call.
Business Use case 

Oftentimes contact centers have strict AHT’s which they want the agents to adhere to, and many times the agents lose track of the time they are spending on the call and breach the AHT. 
Solution

The color changing feature on the Call controls lets the agent know proactively if they are crossing a pre-set time limit. 

Configuration steps

1. Go to Unified routing and edit the pre-existing queue or create a new queue where you want the color coding feature to be present. 

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2. Click on the three dots next to the existing queue and go to Edit queue, or click on Add work queue on top right

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3. Under general settings go down to the Voice section and check the checkmark Use Average Handle time Config

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4. Set the AHT and Set the color as per some % of AHT. 

For example: if your AHT is 5 minutes and you want the timer to turn red when the time has hit 3 minutes , then set AHT as 5 mins and set the % as 60%

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