Here is what the suggest has suggested,
"I’d also like to provide feedback on how the card could be improved – since our SLA for emails is 48 hours (eg, over the weekend), any emails in queue longer than 24 hours will make the card inaccurate. Also, we’d like the ability to have a separate card for each entry point. Our agents assigned and service levels are different for telephony and email. Ultimately, the ability to make copies and change criteria for cards, like we currently have for reports, would be helpful."