Agent Availability Report

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.
Quote
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



InfoIdeaManaging a help desk involves complex responsibilities, such as identifying bottlenecks, minimising errors, and evaluating team performance for seamless service delivery. To do this effectively, access to comprehensive analytics and real-time insights is crucial. Zoho Desk streamlines these tasks by also providing detailed analytics and live reports through the Radar app, allowing managers to make informed decisions anytime, anywhere. Download now!


      • 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 keynote

      • WhatsApp 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 Platform

      • Live 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 tools

      • Apple 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 help

      • Zoho 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

        • Recent Topics

        • Meetups de Usuarios de Zoho - Noviembre 2025

          ¡Hola, Comunidad! Durante el mes de noviembre celebraremos los Meetups de usuarios de Zoho, encuentros presenciales pensados para quienes queráis mejorar vuestras estrategias de lead nurturing y aprender a sacar el máximo partido a herramientas como Zoho

        • Introducing 7 New Connectors in Zoho DataPrep!

          We’ve just made data management even easier - Zoho DataPrep now supports 7 new external connectors to help you build more robust, scalable ETL pipelines. Why it matters: ✅ Broader data access ✅ More automation, less manual work ✅ Smarter pipelines, better

        • Sales Order, Invoice and Payment numbers

          Hi zoho friends, it is me again, the slow learner. I'm wondering if there is a way to have it so the Sales order, invoice and payment numbers are all the same? It would be easier for me if they were the same number so there is not so many reference numbers

        • Missing information data Zoho inventory

          there some missing data in Zoho inventory connection. pick list stock counts bin location we have requested it via mail and the support team doesn’t gove feedback. has anyone achieve to get these info or to ask other ya les

        • First day of trying FSM in the field.

          What we found. 1. with out a network connection we were unable to start a service call? 2. if you go to an appointment and then want to add an asset it does not seem possible. 3. disappointed not to be able to actually take a payment from within the app

        • Zoho Desk app update: AI powered features

          Hello everyone! We’ve introduced various AI-powered services on the Zoho Desk app. Let's take a look at what's new. Generate Content: Generate Content uses AI to formulate responses based on the your query and provides a ready-to-use reply which can be

        • How to Automate Email Sequence

          I'm having trouble trying to set up a workflow to automate an email sequence. Once a group of emails in a Task has been tagged by a certain tag, I want an instant email template to be sent. After 7 days with no response, another email template would be

        • Turning off the new UI

          Tried the new 'enhanced' UI and actively dislike it. Anyone know how to revert back?

        • Zoho Sprints Android v2.0.4 app update: Item reminders, archive Epics, Kanban projects, Epic progress

          Hello everyone! In the latest version(v2.0.4) of the Zoho Sprints Android app update, we have introduced various new features. Let's take a look at what's new! Item Reminder Stay organized and never miss an important date with the all-new Item Reminder

        • Credit Management: #3 Setting Credit Limit for Customers

          Think about that one familiar customer of yours who always buys on credit. They usually pay on time, maybe a little late here and there, but not alarming. So, you are fine saying, "Sure, pay later." Then, one day, they place a significantly bigger order

        • Canvas View in Zoho Recruit

          Is it possible or would it be possible to have the new 'Canvas View' in Zoho Recruit?

        • Adding Reports to Portals

          Is there a way to add Reports to portals so only the user can see report templates relevant to them?

        • Update on the client portal URL for Guest users

          We’re updating the way Guest users access their Connect network. As part of this change, all client organization portals used by Guest users will now be accessible through a dedicated domain specific to each data center. The access URLs mentioned here

        • Preserve Ticket Issue Mapping When Migrating from Jira to Zoho Projects

          Hello Zoho Projects Team, We hope you are doing well. We are currently exploring a full migration from Jira to Zoho Projects, and we identified a critical limitation during the migration process involving Zoho Desk integration. Current Situation: We use

        • Enhancements to Zoho Maps integration tasks

          Hello everyone, We're excited to announce enhancements to the Zoho Maps integration tasks in Deluge, which will boost its performance. This post will walk you through the upcoming changes, explain why we're making them, and detail the steps you need to

        • Unable to see Zoho contacts in Zoho app on ios

          Hi Support Team, I am a new user, I have created my account and installed zohomail app on iOS 16 which works. I was also able to import my Gmail contacts into Zoho Contacts, which I can see. The problem is that I can’t see these imported cobalts in Zohomail

        • Task Due Date greater than 10 years.

          We use recurring tasks in Projects where every week, month, year etc Some of our projects are greater than 10 years and we are unable to set a new due date because the difference between start date and due date is greater than 10 years. As an example

        • External User onboarding for zoho connect is not really intuitive.

          So the external user is sent an invite, which has a button that directs them to login to zoho to view the invite, but if they don't have a zoho account, they cannot access that invite, which seems kinda silly, as there is not real way on for them to create

        • Hosting external websites on Zoho?

          How can I host my external website on zoho? Do we have that option? I am currently with hostinger and am looking to switch to zoho. Kindly help. Thanks.

        • How to Add Time Formula Duration (hh:mm)

          Hi everyone — I’m trying to create a formula field in Zoho CRM that calculates the difference between a “Call Start Time” and “Call End Time” and displays the duration in HH:MM format (for example: 1:04 for one hour and four minutes). My current setup

        • How can I calculate the physical stock available for sale?

          Hey Zoho Team,  I've tried to calculate the physical stock on hand in various ways - but always receive a mismatch between what's displayed in Zoho Inventory & analytics.  Can you please let me know how the physical stock available for sale is calculated?

        • Set Custom Icon for Custom Modules in new Zoho CRM UI

        • Live Webinar: Getting Started with Zoho WorkDrive - A Complete Overview

          Hello everyone, We’re excited to invite you to our upcoming live webinar! Discover how to set up your team, bring in your data, and make the most of WorkDrive’s collaboration, organization, AI, and security capabilities. This session is perfect for anyone

        • Marketing Tip #4: Build your email list early

          Email marketing has one of the highest returns on investment. Don’t wait until later; start collecting subscribers now. When you've got their attention, you can send them emails about offers, new product launches, seasonal greetings, and more. Try this

        • Is anyone else having trouble saving a custom image in their email signature, or is it just me?

          When I try to save the image I get an error that says "Operation Failed" I opened a support ticket two weeks ago and received a response that it would be debugged, but it still isn’t working

        • Unify Overlapping Functionalities Across Zoho Products

          Hi Zoho One Team, We would like to raise a concern about the current overlap of core functionalities across various Zoho applications. While Zoho offers a rich suite of tools, many applications include similar or identical features—such as shift management,

        • Zoho Desk Domain mapping / Cloudflare CNAME not recognized

          Hello, my website is behind Cloudflare and SSL. From the Cloudflare control panel I added a CNAME record such as support.mydomain.com pointing to desk.cs.zohohost.com but I'm stuck with the message "Make sure you've mapped the CNAME entry..."

        • Power of Automation :: Quick way to associate your Projects with Zoho CRM

          A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate complex tasks and

        • Create an Eye-Catching Announcement Widget for Your Help Center

          Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand for

        • I want to add my other zoho account in same pc

          why does zoho restrict me doing many things as i also want to add my second mail account bit its not allowing me to do that

        • Search in Zoho Community Not Working

          I realize this is a bit of a meta topic, but the search for the various Zoho Communities appears to not be working. I'm under the impression that they run on some version of the Zoho Desk platform, so I'm posting this here.

        • Capture Stripe’s Customer ID

          Does anyone know of a way to capture Stripe’s customer ID that is created when the form/payment is processed? I would like to have the customer ID stored in our CRM so we could utilize in some custom functions down the road.

        • Custom Modules - Where are Comments??

          In the standard ticket module and in the tasks module, we have an interactive comment box that we can post important details/notes and can tag others if needed. Where is this functionality for Custom Modules? Ideally, custom modules would have very similar,

        • Dynamic Signature - Record owner

          Hi everyone, I’m using Zoho Writer merge templates from Zoho CRM and have two questions: Owner signature: How can I automatically insert the CRM record owner’s signature in the merged document? I’m not sure where this signature is stored or how to reference

        • PUNJAB NATIONAL BANK (CORPORATE) INDIA - NOT AVAILABLE IN BANKING

          Dear sir, Kindly fix it. PUNJAB NATIONAL BANK (INDIA) is available but PUNJAB NATIONAL BANK (CORPORATE) is not available. Kindly enable this banking since we need to categorize the entries. Regards, Sanjay Jena email id/ user id : travewithmerchant@

        • Amazon invoice in Zoho Books

          I have just made my first few sales on Amazon India. Amazon Seller account generates invoices for the sales made on Amazon. These invoices are sent to customers also. Now when I was only making offline sales, I used to create Invoices in Zoho Book. Now

        • CUSTOM FUNCTION GIVE ERROR #EVAL!

          CUSTEM FUNCTION CREATE KYA ZOHOSHEET ME US FUNCTION KO USE KIYA LEKIN DATA TO SAHI HAI LAKIN DATA SHEET ME NAHI LAG LAHA HAI KRUPYA SOLVE KARE MY CODE IS float ADDTWO_TWO(float NO1, float NO2) { ADD = NO1 + NO2; return ADD; }

        • Zoho ShowTime: Certificates of Completion - Award your learners with a sense of achievement

          In our increasingly competitive market, professional trainers need to differentiate themselves if they are to survive. One way to do this is to focus on innovation and deliver an ideal learning experience. By developing a renowned certificate program that provides learners with a specialized skill set for a particular industry, both trainees and future prospects will recognize the trainer's leadership in that field. This can help with long-term growth, revenue generation, and even marketing and branding.

        • IMAP Migration from Gmail

          I have been trying to import my email from a Gmail server and keep receiving the following error. I have reduced the security, activated imap and no improvement. The link to the Google support item has not helped. Unable to connect to your account. Please

        • Your Incoming has been blocked and the emails will not be fetched in your Zoho account and POP Accounts Click here to get unblocked.

          When entering my account, this error is thrown at me, and I deleted a good part of my deleted messages, but I still can not unblock it, I would appreciate your help. reservas@lineasperutravel.com

        • Next Page