alerting.rt scope clarified

The Real-Time Statistics documentation now spells out exactly what the alerting.rt metric counts and what it excludes, so it is interpreted consistently. This is a documentation clarification — there is no change to the metric's behaviour.

alerting.rt is the number of interactions currently being presented to an agent and awaiting acceptance or rejection. The clarified definition makes two things explicit:

• Internal interactions are excluded. Agent-to-agent calls and chats do not count toward alerting.rt.
• Scope depends on the reading. The queue-scoped reading counts interactions from the current queue only — even though the metric has no .inQueue suffix. The agent-scoped reading (v1+ and v5+) counts across all of the agent's queues and includes direct assignments; on v5+ this includes queues not named in the request.

If you build alerting or wallboard views on this metric, re-check your assumptions against the updated definition — particularly the exclusion of internal agent-to-agent interactions.