Agent Availability report
From data to decisions: A deep dive into ticketing system reports
Businesses need to track when their support agents check in and check out from work. This report, titled Agent Availability, is one of the static reports that helps managers track the number of working hours each agent is active and also alerts them to regulate the availability of agents.
The agent availability reports can be configured to track both agents’ login/logout activity and their real-time availability status, providing a comprehensive view of workforce presence and productivity.
What are agent-based reports?
Agent-based reports in Zoho Desk are tools that provide insights into the performance and productivity of individual support agents. These reports enable management to assess the effectiveness of their team in handling customer issues and improve overall service quality.
Additionally, agent-based reports are essential for understanding each person's contributions to the support process. They support ongoing improvement and help maintain a high level of service for customers. A few key benefits include accountability, setting clear goals, gaining valuable insights from customer interactions, effective workload management, and tracking performance metrics.
Availability: Only the enterprise and professional editions
What does it track?
Login Time
When our agents sign into their Zoho Desk account, we refer to this as the Login, and the time is recorded as the login time. In cases where multiple Desk tabs are opened, the time when the first tab is opened is regarded as the login time. The agent's login time is recorded when they become active in their Desk account.
Logout Time
When agents log out of their Zoho Desk account, it’s documented as a Logout event, with the corresponding time recorded as the logout time. Closing a Zoho Desk tab without logging out is also counted as a logout. If multiple Desk tabs are open, the logout time will be noted when the last tab is closed. A logout status is also triggered if the agent's network connection is dropped or if the system enters sleep mode for more than a minute. If an agent remains inactive beyond the designated Agent idle timeout, they’ll be marked as being logged out.
Number of Sessions
The Number of Sessions column provides a comprehensive overview of the total number of sessions for each agent. A session represents an individual period of activity during which an agent logs into the system to engage with tasks, assist customers, or manage specific cases. This metric effectively highlights each agent's level of activity throughout the day.
Hours Worked
The Hours Worked column provides a detailed overview of an agent's total working hours, calculated by subtracting the agent's logout time from their login time. This metric reflects their actual time spent on tasks, offering valuable insights into productivity and workload management. By tracking these hours, managers can assess performance more effectively, allocate the proper resources, and ensure that staffing levels align with operational needs.
The Agent Availability report offers two views
Session view
This view provides a detailed breakdown of each session an agent completes in a day, listing the specific login and logout times, the frequency of logins and logouts, and the duration of each session.
Summary view
This view offers a concise overview of an agent’s daily attendance, showing their initial login, final logout, total hours worked, and the number of sessions completed.
Attributes found in the Agent Availability report
- Agent's name.
- Role: The role assigned to the agent.
- Login time: When the agent signs into their Zoho Desk account.
- Logout time: When the agent signs out from their Zoho Desk account.
- Hours worked: Displays the agent's total hours worked.
- Number of sessions: The total number of sessions of activity for every agent.
Benefits
- Improved resolution time: Ensuring that enough agents are available during busy periods helps resolve tickers faster and more efficiently.
- Gaining insights: The report provides data to make informed decisions about staffing and resource allocation.
- Better workload management: By analyzing agent availability, managers can create more effective schedules.
Takeaway
Effectively managing agent availability is essential for delivering outstanding customer support experiences. The Agent Availability report provides you with valuable insights and tools to streamline agent assignments and enhance your team's productivity.
Please stay tuned for more articles in our Desk Reports series.
Regards,
Kavya Rao
The Zoho Desk Team
Also read:
Time-based reports
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Kavya Rao Addepalli
Sticky Posts
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteWhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business PlatformLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few toolsApple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpZoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Are downloadable product available in Zoho Commerce
Hi all. We're considering switching to Zoho Commerce for our shop, but we sell software and remote services. Is there a features for downloadable products? I can't find any information about this. Thank you very much AliceNeed Faster Help? Try Live Chat Support
Hello there, We understand that sometimes, whether you’re facing an issue, exploring a feature, or need quick clarification, sending an email and waiting for a response just doesn’t cut it. You need answers, and you need them now. That’s exactly why weCustom image for each contact using merge tag
Hi, I'm wondering if it's possible to set up an email campaign to display a different image for each contact using a custom field for the image url. I tried inserting custom html: <img src='$[UD:APP_IMAGE_URL||]$'/> but the editor seemed to reject this and did not actually add anything to the email template. Has anyone got any ideas? cheers, JeremyComment Reactions like a Thumbs Up
Can we please have the ability to emoji react on comments or at the very least, thumbs a comment up? Literally every other project management system out there can support this and it is very much needed to just acknowledge a comment instead of completelyZoho Mail Search Engine Sucks
Hello There! I really like all the features of Zoho Mail and I believe is way better than Gmail except for the Search Function. I believe Zoho Mail has a very poor search function, if you misspelled a word in the search box, Zoho Mail won't display anyAllow Subtasks and Task Lists to have their own Layout
I'd like to have the ability for subtasks and task lists to have their own layout. A subtask for us doesn't require all the fields that a parent task has. The subtask seems cluttered with all the extra fields. Within a project Task List had different purposes. I'd like the task layout to be different for some task lists.How to update Customers in Zoho Books through Zoho Flow?
Updating customers in Zoho Flow using a "update customer" action is deleting contact persons in Zoho Books.Conect chat of salesiq with zoho cliq
Is there any way to answer from zoho cliq the chat of salesiq initiated by customers?How to transfer credit between customers?
Hi All, We have a slightly odd situation. It happens that we have two separate customers that are related to each other personally. One customer has an amount of credit, and would like to use that credit to pay the *other* customers invoice. How wouldZoho Books Reports: Basic report with total items sold and Cost of goods sold
How can books show a report with Item Name || Qty Sold || Total Revenue || Total Cost of Goods Sold || Margin I need to factor in also invoices that have been credited where customers returned good. This seems like such a basic report, I'm sure I'm missingThe amount entered is more than the balance due for the selected bills."
Hi Team i am trying to record payments for vendors using API and getting this error in response as { "code": 28011, "message": "The amount entered is more than the balance due for the selected bills." } JSON is prepared according to Documentation andVBA handling named ranges
In VBA I'm able to work with a single cell named range. E.g. Set Jr = Range ("Year").Value. Also other options are working fine, like Range("Year").Address shows $L$3. However a named range refering to multiple cells is not working for me. Eg. tbl_TestKaizen #176 - Optimizing the Use of Record ID Variables in Zoho CRM Queries
Hello everyone! Welcome to another week of Kaizen! Since the release of Queries, we have covered Handling Query Variables in Zoho CRM, Serialization and Schema Management, and Leveraging the 'crmAPIResponse' object in Queries in previous posts. Today,Unbilled Items Report?
Hello! Is there any way to display a list of items that remain unbilled, without creating an invoice for each customer to see if the unbilled items box is displayed? ;-) BenConsolidation of Multi currency
Would like to discuss on the possibility of consolidating the ZOHO companiesLanded Cost Allocation / Custom Duty manual data entry
My client is an import business. They must manually enter the duty for each item with landed cost allocation in Bill. This is because customs duties cannot be allocated based on Quantity, Value, Weight, and Dimensions. Manual data entry is highly time-consumingTerritories Just Don't Work
I have been on chat and screenshare support for the past 3 days and am getting no resolution so hopefully, someone here can help me. I am the Super Admin of my organization. We publish books globally. I want to break down the books into territories soNegative Opening Balance
How can I add Negative Opening balance - meaning a credit balance to a Customer or a debit balance to a vendor? If I go thru Sales-->Customers, and if the opening balance is Rs. 1000 (credit balance), it does not allow me to enter a "minus" sign or mentionSingle-Line Invoicing from Sales Order Despite Multiple SKUs Shipped
We deal mostly with Government Tenders And Lets say we got a tender that needs 125 XYZ Laptops Then we found 95 Laptops with a different SKUs and 30 Laptops with different SKUs We talk with the IT department of the government company and they approve📣📣 Zoho Bookings Schedulathon 2025 is here!
Hey Zoho Bookings fam, We're excited to invite you to our first-ever hackathon: Yes, Zoho Bookings Schedulathon 2025 is live now. This is a virtual event and you can participate anywhere from the world. Businesses should be able to set up meetings fromI want to send out a new newsletter each month
Without rebuilding a whole journey is there a way to create a new newsletter that is sent to an existing journey monthly?Reinstalling Workdrive Truesync client
Hi, I attempted to update to the beta version of TrueSync, but it was unstable and kept crashing, so I need to revert to the stable version. How do I properly reinstall TrueSync on a Windows PC? I couldn't install the 3.15.x version directly over theEvaluating Creator; yesterday fine; today connection times out
Yesterday I spent hours creating a new app, and it worked fine. Today I cannot access creator.zoho.com. Is this common? I'm in the evaluation mode, but I'm thinking I'm going to keep looking. It worked from my home computer, and now I'm checking it from my work computer. My work computer always works just fine, so I shouldn't htink there would be special settings or anything. If there are, how to find out what they could be? Using Chrome on Windows XP The error I get is: The webpage at https://creator.zoho.comPivot Chart seems to show "old" data - how do I make it update?
I wonder how to make a Pivot Chart "update" its data contents. Here is the background: I need to report a subset of data that is so complicated that it is easier to make a calculation and put the result in a "reporting form", and then display the data from that form. So, I get data from the "original form" GRANTS, make some calculations and put the result in the "reporting form" PERIOD. Now I can watch the result in a list called LIST, which works fine. The list LIST shows that form PERIOD containsUpcoming Changes to LinkedIn Parsing in Resume Extractor
Starting 31 July 2025, the Zoho Recruit Resume Extractor will no longer support direct parsing of candidate data from LinkedIn profiles. Why Is This Change Needed? In accordance with LinkedIn’s platform policies, extracting profile data through browserIs there a way to map complex product variants from Magento into Zoho CRM without losing SKU-level details?
Hi everyone, I’m working on a Magento-based store that uses highly detailed product variants, and I’m struggling to map them into Zoho CRM without losing SKU-level details. The problem is that variants often collapse into single entries, which affectshow to create view in leads module to that will show all leads + converted leads?
is it possible to make custom view that combine all leads + converted leads? how to do thatDeal Stage component/widget/whatever it is... event
Deal Stages I am trying to access the event and value of this component. I can do it by changing the Stage field but users can also change a Deal Stage via this component and I need to be able to capture both values. Clicking on 'Verbal' for instance,Reply and react to comments
Hi everyone! We're excited to bring to you a couple of new features that'll make your sprint process simpler. A cloud application brings with it an array of social media features that can be efficiently used in your organizational setup. As an agile scrumAnnouncing Early Access to "Zoho CRM for Everyone" — A new and exciting update to Zoho CRM
Zoho CRM For Everyone is now officially available to all customers, and the Early Access Program has come to a close. We want to extend our sincere thanks to everyone who participated in the program. Your valuable feedback played a key role in shapingAvalara Sales Tax integration - AVATAX
Just wondering if anyone else is having troubles with this integration? Seems as though Avalara changed their billing process, unbeknownst to Zoho, and now ALL transactions are counted by Avalara, not just transactions in a taxable jurisdiction. This caused a huge price adjustment billed to us by Avalara within a month of us signing up. And Avalara is not cheap to begin with! Avalara has been great in waiving that increase, but there seems to be no fix. Zoho is aware of the problem, but slowInvalid value passed for description
Dear Sir, When I am entering the purchase bill , the following message showing "Invalid value passed for description" what should I do ? I am attaching screenshot. With Regards, Harish harish@cracku.in 7978841636Zoho Creator - 2024 Release Projection 1
Hello everyone! As we enter 2024, we'd like to extend our warmest wishes for success and prosperity. Your fantastic response to our Product Roadmap page last year has been incredibly motivating. Continuing on this path, we're excited to share a glimpseAutomation Assistance for Zoho Form Integration and Workflow
Hi, We are currently using a Zoho Form to send out our Global Credit Application and would like to automate the process further. Specifically, we’d like the ABN number submitted through the form to automatically populate the GST/VAT Number field in ZohoCOQL does not return queryable value if the result set is empty
See linked video for running code illustration of the problem: https://workdrive.zohoexternal.com/external/d49bb40033b43b288d56fdf843095b7c65b28391d3ec5d09c854f416d853003d Moderation update: We are appending the comment that was removed, to add contextZoho CRMでの商談の管理のしかたについて初歩的な質問です。
先月からZoho CRMを試験的に導入して運用しています。 商談の管理（運用？）の仕方について教えてください。 商談の数が増えてくると、ダッシュボードの「ステージ別進捗状況」にどんどん過去の商談が蓄積されてくると思うのですが、 現在動きのあるものを中心に確認したくなる気がします。 そのあたりについては、どのように運用が一般的なのでしょうか？ アドバイスいただけるととてもありがたいです。 よろしくお願いします。Composite Items & Purchase Orders
The Composite Item is great way to bundle different products and services into a single line and sell it as a single line item in Estimates, Sales Orders and Invoices. However, on the other side - i,e,. Purchasing - this item creates quite a bit of ausing custom function is it possible to update the created by field in Zoho Crm custom module
using custom function is it possible to update the created by field in Zoho Crm custom moduleSlow Sloww Slowwww Responses
Good day, Has anyone been experiencing slow responses from support? Since Thursday I migrated my Whats app to Sales Iq and I had to synch with Social to get the otp they were sending. Apparently What's app can't be automatically added so I reached outYou have exceeded the maximum number of attempts for this action. Please retry doing the same in 30 minutes.
When one of Zoho Books user tries to select a vendor, recording a new bill, these message appears: You have exceeded the maximum number of attempts for this action. Please retry doing the same in 30 minutes. Other user, at the same time, but differentNext Page