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

    • Exporting tickets

      I went to Setup -> Organization -> Import/Export in order to export tickets but found 2 issues: 1. The email body never gets exported. 2. There are some large numbers (like 5.57E+16) under certain columns of the exported CSV file. I could not find any export options. Please can you help with this?

    • Editing the Ticket Properties column

      This is going to sound like a dumb question, but I cannot figure out how to configure/edit the sections (and their fields) in this column: For example, we have a custom "Resolution" field, which parked itself in the "Ticket Information" section of this

    • Copy field information to clipboard

      I need to be able to transfer some field information in to the clipboard, so that I can then paste it in to our helpdesk system. Is there a way I could add a button to a detail report that does this?

    • Issuing reconciling a bank statement

      HELP! I'm trying to reconcile a bank statement. The prior month reconciled perfectly. Beginning balance is correct yet I'm off by the same amount each time. Both myself and my office manager, separately and together, have tried to complete this reconciliation

    • Unknown table or alias 'A1'

      I would like to create a subquery but i am getting the following error: Unknown table or alias 'A1' used in select query. This is the sql statement:  SELECT A1.active_paying_customers, A1.active_trial_customers, A1.new_paying_signup, date(A1.date_active_customers), 

    • Detect and ignore bots in visitors

      The SalesIQ visitor numbers are basically useless to us because there is no bot detection. We get the same bots coming in from the same countries looking at the same pages every day. It can't be that difficult to tell the difference between an actual

    • Add Real-Time Microphone Audio-Level Indicator During Screen Recording

      Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an important enhancement to the Zoho WorkDrive screen-recording experience. Current Limitation: During a recording session, there is no visual indication that the microphone is

    • Zero Personalization of the File Sharing Experience

      By now (2025) this is the maximum level of personalization available for a Zoho sharing link. We gently asked Zoho if we could modify at least the background, and they replied that it cannot be customized. We're truly disappointed – and surprised every

    • External Share > Edit: Cannot Create Zoho Files

      Hi Zoho, When we create an external share link with Edit permission, our external users are unable to create a Zoho file (Zoho Writer, Zoho Sheet and Zoho Show). They can only upload files. They can edit the Zoho files if we create them internally and

    • Two factor authentication for helpdesk users

      The company i work for wants use the helpdesk site in Zoho desk, as a place for their distribution partners to ask question and look for information about our product. The things there is suppose to go up there is somewhat confidential between my company

    • Kiosk can't merge picklist or multiselect

      There is no ability to load a multiselect or picklikst field into a kiosk with the values that have been previously selected. So, I essentially have 3 unacceptable options: 1.)Load the value into a text string and include instructions like this: "Picklist

    • AGE field from DATE OF BIRTH Field.

      HI! I have a field called date of birth in my CRM (LEADS, CONTACT etc…)     How can I know the AGE today   I would like to create a field AGE. I now how to create a field but I don´t which calculation (CUSTOM FUCTION) to make ¿ANY HELP?

    • How to update/remove file in zoho creator widgets using javascript API

      Hi Team, I have developed a widget which allows inserting and updating records I have file upload field with multiple file upload. Now while doing insert form record, I am using uploadFile API to upload files for that record. I am using updateRecord API

    • Introducing Enhanced Storage Management

      We’re excited to roll out two new enhancements in Zoho Recruit, Subscription Information and Storage Management — designed to give admins complete visibility into subscription details, feature limits, and storage consumption — all from one place inside

    • Announcing new features in Trident for Windows (v.1.34.4.0)

      Hello Community! Trident for Windows just got better! With this update we have features that make your daily work easier and more efficient. We've added some features that are exclusive to our app and we're sure you'll find them useful. Let’s dive into

    • Report Hover Setting

      Would be great if we will able to show information to the user while hovering a record in a report.

    • Vertical images displayed as horizontal

      Some pictures that originally are in vertical position are displayed in horizontal after the upload. It seems that system rotates them by 90 degrees. How can I fix this issue?

    • Zoho Desk iOS app update: Saved filters and sort options

      Hello everyone! Saved filters created on the web(desk.zoho.com) for tickets are now accessible on the Zoho Desk iOS app. You can easily rename, delete, or clear filters on the go. We have also introduced Sort options on the ticket listing screen, allowing

    • Introducing VeriFactu Support in Zoho Books

      Hello users, Spain has introduced the VeriFactu system under Real Decreto 1007/2023 to ensure integrity, traceability, and anti-fraud compliance in e-invoicing. Starting January 1, 2026, all B2B invoices must be reported to Agencia Estatal de Administración

    • Big Things Just Dropped in the SalesIQ Universe: Top Upgrades You’ll Love in Nova’25

      Nova'25 has landed, and it’s packed with meaningful upgrades to help you engage smarter, work faster, and scale with ease. Whether you're into proactive messaging, smarter automation, or better admin control, there's something here for everyone. Here's

    • Time Entries in Analytics

      I am trying to import a zoho sheet into zoho analytics. In my sheets one of the columns has "time Entries" in this "format HH:MM am/pm" example 11:00 PM. After import, i noticed that analytics converted the time to "00 Jan 1900 23:00:00".. how do i maintain

    • 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

    • Zoho Creator Upcoming Updates - November 2025

      Hello everyone, Welcome to your monthly roundup of new features and enhancements! We hope you've already taken a look at Release Projection 2—it details the features coming your way for the rest of the year. And this month, we're excited to start rolling

    • Zoho Webinar + HubSpot : Simplifiez la gestion de vos données de webinaires

      Les webinaires sont aujourd’hui essentiels pour interagir avec vos prospects et vos clients. Cependant, la gestion des données entre plusieurs plateformes peut vite devenir complexe. Grâce à la nouvelle intégration entre Zoho Webinar et HubSpot, vos outils

    • I am trying to give access to one of our educators access to 3 forms in Zoho and she is not able to view the data - Access issue

      Hi Team, When I try to provide read access to one of our educators on Zoho for Pre-training , post training and Impact survey forms submit form access which also allows them to read , it does not show them data

    • How to book GST paid in zoho books

      hi, i am a new user to Zoho books and not able to book GST paid in books, kindly suggest how i can book it in books. thanks, siddharth

    • 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@

    • Is it possible to create a word cloud chart in ZoHo Analystics?

      Hi there, I have a volume of transaction text that I would like to analyse using word cloud (or other approcah to detect and present word frequency in a dataset). For example, I have 50,000 records describing menu items in restaurants. I want to be able

    • Kaizen #216 - Actions APIs : Email Notifications

      Welcome to another week of Kaizen! For the last three weeks, we have been discussing Zylker's workflows. We successfully updated a dormant workflow, built a new one from the ground up and more. But our work is not finished—these automated processes are

    • Facturation électronique 2026 - obligation dès le 1er septembre 2026

      Bonjour, Je me permets de réagir à divers posts publiés ici et là concernant le projet de E-Invoicing, dans le cadre de la facturation électronique prévue très prochainement. Dans le cadre du passage à la facturation électronique pour les entreprises,

    • Your bot just got smarter: AI-Powered routing that reads between the lines

      What if your bot could tell the difference? Between a visitor who just needs a quick answer, someone actively comparing options, and a frustrated customer one click away from leaving? Most bots can't. They deliver the same response to everyone, missing

    • Weekly Tips : Master Keyboard Shortcuts in Zoho Mail

      If you spend a lot of time managing emails, switching between your mouse and keyboard can slow you down. Whether you are replying to clients, organizing your inbox, or searching for messages, every second counts. So, how can you streamline your email

    • Introducing custom lookup fields in the Tickets, Contacts, and Accounts modules

      Hello all, We are excited to announce a new enhancement that will empower you to further customize the Tickets, Contacts, and Accounts modules. Now, you will be able to create custom lookup fields in your Tickets, Contacts, and Accounts layouts for more

    • DKIM cannot be enabled for the domain as no verified default selector present

      Can't get the DKIM working. May you please check my account (nksy.us) to see what's wrong?

    • Contacts per department

      Hello, Is it possible to limit Contacts to a Department? Thanks

    • Collections Management: #3 Tackling Payment Failures

      Sam refreshed the dashboard. "Payment failed". Same customer. Same subscription. This is happening for the third time. He sends a usual email: "Your renewal payment failed again. Could you please check and retry?" A couple of days passed, and there was

    • How do I increase the email attachment size in Zoho CRM ?

      It looks like I'm limited to 10MB when sending an attachment using the email widget on a record in Zoho CRM. Is there a way to increase the size? Or can I use some other tool? From what I'm reading online, I'm maxed out at 10MB. Any insight would be greatly

    • WhatsApp Channels in Zoho Campaigns

      Now that Meta has opened WhatsApp Channels globally, will you add it to Zoho Campaigns? It's another top channel for marketing communications as email and SMS. Thanks.

    • Zoho sign and creator error message {"code":9043,"error_param":"Checked by","message":"Extra key found","status":"failure"}

      Good day, I receive the error message: {"code":9043,"error_param":"Checked by","message":"Extra key found","status":"failure"} when running below code from creator to sign, void TestForSign(int ID) { //Fetch Template Details (Optional, for dynamic mapping)

    • Download a writer template as .docx instead of .pdf.

      I have been trying to implement a feature to download a writer template as a .docx and got it working partly but it isn't good. Earlier I checked our code and I saw openurl("https://crm.zoho.com/crm/org121314/specific/Template.do?action=print&step=pdfPreview&id="

    • Next Page