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Users with the Reports and Dashboard permission under Module Permissions can access this feature.
Check Feature Availability and Limits

Calculating Login and Logout Time 

1. When the agents sign in to their Zoho Desk account, it is considered a Login and the time is recorded as Login Time.
2. When the agents open their Zoho Desk tab into which they have previously signed in, it is considered as a login.
3. If multiple Desk tabs are opened, the time when the first tab was opened is considered as the Login Time.
4. The agent's login time is recorded when the agent becomes active in their Desk account, and not other Zoho accounts.
   
5. However, the agent is considered as logged in if they open the CRM Plus tab.

1. When the agents sign out of their Zoho Desk account, it is considered a Logout and the time is recorded as Logout Time.
2. When the agents close their Zoho Desk tab without signing out, it is also considered as a logout.
3. If multiple Desk tabs are opened, the time when the last tab was closed is considered as the Logout Time.
4. It is considered a logout, when the agent's network disconnects or the system goes on sleep mode for more than a minute.
   
5. If the agent is idle for more than the time specified in Agent idle timeout, they will be considered a logged out. See also Configuring Idle Timeout for Agents
   

1. To record the login and logout time of a session, the session should have lasted for at least one minute.
   
2. The Hours Worked column displays an agent's total working hours, which are the differences between the agent's login and logout times. 
   
   
   
   
3. The Number of Sessions column shows the total number of sessions(individual periods of activity for each agent, typically indicating when an agent logs into the system to work on tasks, assist customers, or handle specific cases) for each agent. Clicking on a record will display the detailed break timings for that particular agent throughout the day.
   
   
   
   

4. The Agent Availability Report provides two views: Summary and Session.
   

1. Summary View: This view provides an overview of each agent's daily attendance activity, including their first login time, last logout time, total hours worked, and the number of sessions.
   

2. Session View: The view offers a more detailed breakdown of the login and logout times for each session an agent worked in a day. It provides insights into how often an agent logged in and out and the duration of each session.
   

5. For CSV, XLS, and PDF exports, the data will reflect the selected view (summary or session), with CSV exports supporting up to a maximum of 50,000 records.

Accessing agent availability report

The Agent Availability Report can be accessed from the Reports tab in the help desk account.

To access the report

1. Go to the Analytics module.
2. Click Reports from the left panel.
   
3. Under Static Reports, select the Agent Availability Report.
   
   

Defining Time Frames

By default, the login and logout times of the agents in the last 24 hours will be displayed. However, you can customise the time frame to view the availability of agents for a specific time interval.

There are nine predefined time frames:

• Last 24 hours
• Today
• Yesterday
• Last 7 days
• Last 30 days
• Current week
• Last week
• Current month
• Last month
• Custom - Select a start and end date
  
  

To define the time frame

1. Open the Agent Availability Report.
2. On the Report Details page, select the Last 24 hours filter in the upper-right area.
3. In the drop-down menu, do one of these:
• Select a predefined time frame from the drop-down list.
• Select Custom and then specify a custom date or range of dates.
  

The report data will be updated to reflect the changes.

Grouping Report Data

Zoho Desk supports grouping of data based on specific fields. The data is grouped and presented according to their users preference.For example, if you want to view individual agent's login and logout time grouped together, you can group the data based on agent name.

The following are the predefined values by which you can group the agent availability data:

1. None (default for all static reports)
2. Date
   
3. Agent
   
   
   

To group a report data

1. Select the Agent Availability Report.
2. On the Report Details page, click the Group by drop-down in the upper-right corner.
3. Select a field to group by.

The field based on which you group the data will be displayed in the first column in the report.

Note: You can group the reports data by using only one field. You can choose either user agent field or the date field. 

Exporting Report Data

The agent availability report can be exported in the following formats: excel, CSV, and PDF.