Determine agent work hours and break timings with Desk's agent availability report

Determine agent work hours and break timings with Desk's agent availability report

Hello everyone, 
 
We are excited to tell you about updates to the agent availability report, designed to enhance efficiency in tracking agents’ activities. 
 

What is the agent availability report? 

The agent availability report helps managers monitor team performance by tracking agent activity, availability, and session information. This report is crucial for teams that rely on real-time data to understand how agents spend their time, whether they're available for assignments, and how long they remain logged in during shifts. 
 
Support leads can review agent activity to optimize shift coverage by tracking when each agent logs in, logs out, and takes a break. 
 
This data helps with several tasks: 
  • Managing team schedules
  • Balancing workloads
  • Optimizing ticket allocation during peak hours
Here’s what’s new: 
  • View the agent's role (designation) in the report
  • Track total work hours by calculating the time difference between login and logout
  • Monitor the number of daily sessions
  • View session records to get a breakdown of break timings
  • Choose between Summary and Session views for tailored insights
These updates make it easier to manage and optimize agent productivity.  

Designation and work hours 

  • Role: The agent's designation can be viewed right within the report.
  • Hours worked: Managers can easily track the total work hours of an agent by referencing the Hours Worked column, which calculates the time difference between login and logout.
    In addition, managers can also track the hours worked for each agent who is part of a specific team.


Tracking number of sessions 

Managers can quickly check the total number of times an agent logged in and actively worked during the day to represent their overall active periods of assisting customers or completing tasks.
For example, if an agent, logs in from 9:00 AM to 12:00 PM, takes a lunch break, logs back in from 1:00 PM to 3:00 PM, then takes another break and logs in once more from 3:30 PM to 5:00 PM, the agent availability report would show a total of 6.5 hours worked across 3 sessions for the day. 
Notes
Note: 
An active session in Desk is recorded when an agent logs in and engages with their account. 
 
Here's how login and logout scenarios determine session activity: 
  1. Login Time: An agent's session begins as soon as they log in to Desk and actively start working (e.g., handling tickets or navigating the system).
  2. Logout Time: 
    1. Manual Logout: When an agent logs out of Desk, the session is marked as ended. 
    2. Idle Logout: If an agent remains idle for a prolonged period, Desk will automatically log them out. This marks the end of the session. 
    3. System or Connection Interruptions: If the agent's internet disconnects or their system goes into sleep mode, Desk considers this a logout after a specific idle threshold.

 

Dual view options  

The Agent Availability Report provides two distinct views: Summary and Session, each offering specific insights tailored to different reporting needs: 
  • 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.
    For instance, if a manager wants to monitor overall agent attendance for a day at a glance, the Summary View serves as a better report.



  • Session View: The Session 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. Managers can identify frequent session interruptions or duration of inactivity.


 
This update is available to all users across all data centers. 
For more information, please refer to the help doc Understanding Agent Availability Report. 
 
Regards, 
Akshaya. B | Zoho Desk - User Education


      • Sticky Posts

      • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

        In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

      • Using Agent Email Address as From Address

        Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

      • Edit and Delete options in Comments

        A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

      • Webinar 2: Supercharged customer support for growing business

        Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

      • Customize Colors of your Customer Self Service Portal

        You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

        • Recent Topics

        • How to Customize & Reorder Spaces in Zoho One 25 (Spaces UI) — Admin Tips Not in the Docs

          Hey Zoho Community, After digging around in the new Spaces UI, I found a couple of admin features that aren't well documented yet but are really useful. Sharing here in case others are looking for the same things. 🔁 How to Change the Default Space Users

        • Dark Mode - Font Colors Don't Work

          When editing a document in Dark Mode and selecting font colors, they don't show up on screen.  Viewing/editing the same document in Light Mode shows them just fine.

        • New 2026 Application Themes

          Love the new themes - shame you can't get a little more granular with the colours, ie 3 different colours so one for the dropdown menu background. Also, I did have our logo above the application name but it appears you can't change logo placement position

        • Including attachments with estimates

          How can attachments be included when an estimate is sent/emailed and when downloaded as a .pdf? Generally speaking, attachments should be included as part of an estimate package. Ultimately, this is also true for work orders and invoices.

        • Trying to access records in a custom module in Zoho Desk and not having luck

          I've built a custom module in Zoho Desk and am using a custom function to query the records in the module and I'm not having any luck. The only way I have found to retreive a record is by getting it by its recordID (the long zoho assigned one). The function

        • Detailed list of scoring rules in Zoho CRM

          Good morning Zoho community, warm greetings The reason for my message today is that I have a problem with my CRM, which I will explain below: Our organization has scoring rules designed to rate our potential customers or leads in the application based

        • System Components menu not available for Tablet to select language

          I have attached a screenshot of my desktop, mobile, and tablet menu builder options. I am using 2 languages in my application. Language Selection is an option under the System Components part of the menu, but only for my desktop and phone(mobile). My

        • Placeholder format in Number field does not reflect Max Digits configuration

          When the Max Digits (Maximum digits of number) property is set to a smaller value (for example, 2 digits), the placeholder in the input field still displays a 7-digit format (#######). The same behavior can also be observed in Decimal and Currency field

        • Approvals in Zoho Creator

          Hi, This is Surya, in one of  my creator application I have a form called job posting, and I created an approval process for that form. When a user submits that form the record directly adding to that form's report, even it is in the review for approval.

        • How Zoho Desk contributes to the art of savings

          Remember the first time your grandmother gave you cash for a birthday or New Year's gift, Christmas gift, or any special day? You probably tucked that money safely into a piggy bank, waiting for the day you could buy something precious or something you

        • Estimate PDF Templates - logo too large

          Hello, I cloned a standard estimate template, but my logo is showing up much larger than intended. This doesn’t happen with the standard invoice template, where the logo displays correctly. How can I adjust the logo size in the estimate template? Thank

        • Select CRM Custom Module in Zoho Creator

          I have a custom module added in Zoho CRM that I would like to link in Zoho creator.  When I add the Zoho CRM field it does not show the new module.  Is this possible?  Do i need to change something in CRM to make it accesible in Creator?

        • Invoice emails not sending but reminders are

          I am a new user. I have been creating some dummy invoices before I go live and have struck a block. Emails for the invoice are not being recieved by the recipient, however, when I send a reminder for the same invoice the email is sent. NOTE: I have checked

        • How to close an estimate ?

          Hello, I have created estimates, and converted them to invoices to get 50% payment. Now I have 2 cases where the estimate stills shows status partially invoiced, however: 1. for one of them, project stopped half way, so the remaining part will never be

        • Deleted account recovery

          I ended up accidentally deleting our Zoho invoice account while trying to work something out. Emailed support for recovery and restoration of the deleted account, if possible, but they responded by saying they can't find an account associated with that

        • Organization wide Account and Contacts Visibility/Sharing Capabilities?

          Has anyone figured out a way to make visibility or sharing of Accounts and Contacts to be available across the entire organization without having to have every individual user edit their Sharing permissions? For our sales folks they need to be able to

        • CRM Cadences - working timesThe Friday afternoon? The next Monday morning? Not at all?

          I think I’m writing saying that cadence emails are only sent during the organisations set working hours in CRM. So if a particular email is set to send for example in three days and that lands on a Sunday (when working hours are not operational) when

        • CRM Cadences - working times

          I think I’m right in saying that cadence emails are only sent during the organisations set working hours in CRM. So if a particular email is set to send for example in three days and that lands on a Sunday (when working hours are not operational) when

        • Cannot find zpuid for Zoho Projects user

          I'm using the Zoho Projects v3 API to create a task. The task is created successfully, but in order to assign the task owner, the "Create a Task" API also requires the zpuid of the task owner. Unfortunately I cannot find any user-related API calls that

        • Devis et factures multipage coupées

          Bonjour, je suis sur Zoho invoice et je rencontre un problème sur mes devis et factures lorsqu'ils dépassent 1 page. je me retrouve souvent avec des lignes coupées ou le sous total page 1 et le total page 2. j'aimerai savoir s'il existe une possibilité

        • Zoho Desk View Open Tickets and Open Shared Tickets

          Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).

        • Custom Related List Inside Zoho Books

          Hello, We can create the Related list inside the zoho books by the deluge code, I am sharing the reference code Please have a look may be it will help you. //..........Get Org Details organizationID = organization.get("organization_id"); Recordid = cm_g_a_data.get("module_record_id");

        • Add the same FROM email to multiple department

          Hi, We have several agents who work with multiple departments and we'd like to be able to select their names on the FROM field (sender), but apparently it's not possible to add a FROM address to multiple departments. Is there any way around this? Thanks.

        • How does SKU work when selling products in parts in Zoho Inventory

          Hello everyone, Zoho Inventory does not understand the physical cutting of the piece.. It only tracks quantities of the unit (like feet ). So when you sell part of an item, the system simply reduces quantity for that SKU. Assume that i have a 50 ft long

        • Zoho Meeting - Feature Request - Introduce an option to use local date and time formating

          Hi Zoho Meeting Team, My feature request is to add an option for dates to be displayed in the users local format. This is common practice across Zoho applications and particularly relevant to an application like Zoho Meeting which revolves around date

        • Incorrect Functioning of Time Logs API (Version 3)

          We need to fetch the list of time logs for each task for our company internal usage. We are trying to achieve it by using the next endpoint: https://projects.zoho.com/api-docs#bulk-time-logs#get-all-project-time-logs Firstly, in the documentation the

        • Cannot give public access to Html Snippet in Zoho Creator Page

          Hi, I created a form in Zoho Creator and published it. The permalink works but I want to override the css of the form. (style based URL parameters is not good enough) So I created a page and added an Html snippet. I can now override the css, which is

        • How can Outlook 365 link back into Zoho Projects so meetings and events in Outlook calendar show in Zoho?

          We use Outlook 365 for our emails and diaries and have integrated Zoho Projects with Office 365. One challenge we face is getting Zoho Projects to recognise when we have meetings and events in Outlook and not allow project managers to assign tasks over that period. Is there a way to resolve this? Thanks

        • IMPORTANT: It doens´t show full article name on search - Should add line break

          When we search for articles, it doesn´t show the full name. There should be a line break so the user can see the full article name, otherwise the user can´t know if that´s the article he/she is looking for. This is very important, otherwise the user has

        • IMPORTANT: It doesn´t search for letters with portuguese characters.

          Some of my articles have for example the word "vídeo". But if I search for "vídeo" it doesn´t find them. If I search for "video" it does find them. Idealy, it should find the articles either way. But if I have to choose, it would be better to find the

        • On Edit Validation Blueprint

          Hello, I have a notes field and a signature field. When the Approve button is clicked, the Signature field will appear and must be filled in. When the Reject button is clicked, the Notes field will appear and must be filled in. Question: Blueprint will

        • Zoho Invoice en Navarra (Spain)

          Hola, ¿Alguien usa Zoho Invoice en la Comunidad Foral de Navarra? En Navarra tenemos un sistema tributario diferente y no aplica Verifactu (la Hacienda Foral de Navarra ha anunciado su alternativa, NaTicket, pero no ha informado cuándo entrará en vigor).

        • Conect chat of salesiq with zoho cliq

          Is there any way to answer from zoho cliq the chat of salesiq initiated by customers?

        • Emails from Zoho are getting blocked due to Zoho IP address being blacklisted

          This is the info I got from my hosting provider – please address this issue immediately. I don’t expect this from such a big household name. Every single invoice I have sernt it not being received by my clients, all being blocked. All of a sudden. As

        • agentid : Where to find?

          I've been looking around for this agenId to check for the total ticket assigned on a specific agent url :"https://desk.zoho.com/api/v1/ticketsCountByFieldValues?departmentId=351081000000155331&agentId=35108xxxxxx132009&field=statusType,status" type :GET

        • Zoho DataPrep integration with OpenAI (beta)

          We are thrilled to announce Zoho DataPrep's integration with OpenAI. The public beta roll-out opens up three features. Users who configure their OpenAI Organizational ID and ChatGPT API key (Find out how) will be able access the features. The features

        • Ability to Attach Record-Specific Files Automatically in Workflow Email Templates

          Currently in Zoho CRM, email templates allow attachments to be added, but these attachments are static and remain the same for every recipient. There is no straightforward option to automatically attach a file that is stored within the specific CRM record

        • Restrict employees to take only one day holiday from a multi-day festival holiday

          Hi everyone, I have a requirement related to Optional/Festival Holidays in Zoho People. For example, in the month of May there are three optional holiday dates: May 11, May 12, and May 13. Employees can choose one of these days as their optional holiday.

        • AI Bot and Advanced Automation for WhatsApp

          Most small businesses "live" on WhatsApp, and while Bigin’s current integration is helpful, users need more automation to keep up with volume. We are requesting features based on our customer Feedbacks AI Bot: For auto-replying to FAQs. Keyword Triggers:

        • Related lists New option in missing

          hi I have created quite a few modules and added as related lists to my main module. Some have new, some dont I can not see why?

        • Next Page