Understanding Agent Availability Report

Understanding Agent Availability Report

It's important for an organisation to know when their support agents log in and log out of work. The Agent Availability report is one of the Static Reports that helps admins track the active working hours of each agent and allows them to regulate the availability of the agents.

Permission Required
Users with the Support Administrator permission profile can access this feature.
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Calculating Login and Logout Time 

The login and logout time of agents are calculated based on various criteria.

Criteria for login:
  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.
Criteria for logout:
  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
Note: To record the login and logout time of a session, the session should have lasted for at least one minute.

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 Back icon near Overview Dashboard to open the left panel.
  3. Click Reports from the left panel.
  4. On the Reports Home page, 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.

To export report data
  1. On the Report Details page, click More ( ) in the upper-right corner.
  2. Select the desired export format.
Note: At a given point of time, you can export a maximum of 2000 records.

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