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

    • Is it possible to turn off all capabilities for a customer to schedule, reschedule or cancel an appointment?

      Is it possible to turn off all capabilities for a customer to schedule, reschedule or cancel an appointment? I would like to set it up so only staff can schedule appointments. Is this possible?

    • Is there a way to generate a virtual meeting for a group service in Zoho Bookings?

      Are virtual meetings not supported for group services/meetings? I have integrated Zoom with one-on-one services, but I need a way to create an online group meeting. Thanks

    • Tracking Snippet not working in Zoho Marketing Automation!

      First off, the fact that you have to wait about 12-24 hours for every response is terrible. How are we supposed to conduct business? Second, we have been trying for several days to get the Tracking Code Snippet in marketing automation to work, to no avail.

    • 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

    • Where we can change the icon in social preview

      Hi, we changed our logo, and the image that appear in preview (ex : when we post a appointment link somewhere) is still our old logo. I did change our logo in the org setting. https://bookings.zoho.com/app/#/home/dashboard/settings/basic-info?clview=false

    • Zoho Bookings changes Lead Source

      Hi. i would like to know if there's a way for Zoho Bookings to not change the lead source when booking a lead for an appointment as the lead source will be used in a report. Scenario: Lead source: Website after booking an appointment Lead source: Zoho Bookings Thanks. Dan

    • Need to set workflow or journey wait time (time delay) in minutes, not hours

      Minimum wait time for both Campaigns workflows and Marketing Automation journeys is one hour. I need one or the other to be set to several minutes (fraction of the hour). I tried to solve this by entering a fraction but the wait time data type is an integer

    • Suggestion: Associating Assets with Company in Zoho FSM

      Hello Team, I would like to share an idea based on practical experience. Currently, all assets in the Zoho FSM Asset module are linked to a specific contact person. I would like to know if it is possible to associate assets with a company instead. This

    • Zoho Inventory / Finance Suite - Extend Visibility of File Names on Attachment Fields

      Hi Inventory / Finance Suite team, I noticed recently that when you add an attachment field to a module in Inventory, only the first 8 characters of the file name are visible on the details view. 8 characters is not a useful amount and there is plenty

    • AI Interview Insights: Turn Recorded Interviews into Quick Transcripts & Summaries

      Evaluating interviews shouldn’t require replaying long recordings or taking manual notes. With AI Interview Insights, you can now review complete transcripts and AI-generated summaries of your One-way (Recorded) interviews right inside Zoho Recruit. This

    • Edit Pinned Comments in Zoho Desk

      It's great that private comments can now be pinned to the top of the ticket but what would be extremely helpful would be to allow for the pinned comment to be edited vs. having to find the comment in the ticket to edit it.

    • Many Notes Becoming Unusable

      Hello. The Notebook app is becoming unusable. I'm getting odd-looking results from my searches. Some of the notes, after clicking on them, show an update button that does absolutely nothing. Not sure what has happened, but it would be nice to get this

    • Kaizen #218: Actions APIs - Field Updates

      Hello all!! Welcome back to a fresh Kaizen week. In the previous weeks, we covered Workflow Rules APIs, Actions APIs - Email Notification APIs, and Tasks Update APIs. This week, we will continue with another Actions API - the Field Update API in Zoho

    • How Contract Types and Templates Form the Backbone of Zoho Contracts

      Every contract in Zoho Contracts starts with two essential elements: Contract Type and Template. These are not just administrative steps. They define how every contract in your organization is created, governed, and managed over time. Let us look at the

    • E-Invoicing in Belgium with Zoho Books

      Starting January 1, 2026, Belgium is introducing mandatory electronic invoices (e-invoicing) for all B2B transactions between VAT-registered businesses. This means that invoices and credits notes must be exchanged in a prescribed digital format. How E-Invoicing

    • Zoho Books Finance Modules Not Accessible in Zoho CRM Mobile App

      We have integrated Zoho CRM with Zoho Books using the Zoho Finance Suite integration. In the CRM web version, we can see the Finance modules (Estimates/Quotes, Invoices, Sales Orders, Items, Payments) and are able to create invoices and quotes directly

    • Greek character in Deluxe script

      Hi, We have been using a script since 2022 which replaces characters in Greek contact names using replaceAll. Since this morning, all the Greek characters used in the script have turned to question marks. I tried retyping the characters, copy-pasting

    • CRM Related list table in Zoho analytics

      In Zoho Analytics, where can I view the tables created from zoho crm related lists? For example, in my Zoho CRM setup, I have added the Product module as a related list in the Lead module, and also the Lead module as a related list in the Product module.

    • Zoho Flow Credits

      Hi , I would like to ask the reason why every time I added plus credit but few days later I will return back to default? (as below I add credit to 3000 but today It change back to 1000) Most important is, when the credit fully used, not any reminder to

    • Connecting zoho creator to zoho writer to send prefilled documents

      i will paste the worflow below // Get user's submitted data from the form userSalary = input.Current_Salary; userCIBIL = input.CIBIL_Score; userEmail = input.Email; userName = input.Name; // You need to get the Document ID from the URL of your Zoho Writer

    • Zoho Creator to Zoho Writer for prefilled documents...

      In response to the question about connecting Zoho Creator to Zoho Writer for prefilled documents, I wanted to share a working implementation that demonstrates how to use the record_id parameter with the Zoho Writer Merge API. This allows Writer to automatically

    • Managing functions

      Can someone let me know if there are any plans to improve the features for managing functions in CRM? I have lots of functions and finding them is hard. The search only works on the function name and the filter only works on function type. I have created

    • Introducing our latest privacy enhancement - Hiding email IDs in Zoho Cliq Networks

      Hello everyone, Zoho Cliq Networks offers a powerful collaboration platform that allows businesses to create dedicated digital workspaces for external vendors, partners, or individuals you want to communicate with professionally without adding them to

    • zoho performance

      OVERALL CONFIGURATION OF ZOHO PERFORMANCE Quarterly performance review Self rating and scoring Manager rating and scoring

    • Zoho Social API for generating draft posts from a third-party app ?

      Hello everyone, I hope you are all well. I have a question regarding Zoho Social. I am developing an application that generates social media posts, and I would like to be able to incorporate a feature that allows saving these posts as drafts in Zoho Social.

    • When will it be possible to edit Subform records via either views or tabular reports?

      Hey there, data maintenance often requires mass update of quite a lot of records. While this is a piece of cake via either List view or Zoho sheet view, the same cannot be carried out for subform records yet. When one of the two options will be made available?

    • Onboarding

      Hello Team, Im yuktha working as HR at Ossisto Technologies. We are currently utilizing zoho for onboarding candidate. right now facing issue with onboarding Attaching the screenshots for your reference

    • Move attachments from one module to another with Deluge

      I have created a button that works just like the convert button for my custom modules. I would like this custom function to move any attachments in this record to the new module. I can't seem to find any documentation on how this can be accomplished.

    • Archiving Contacts

      How do I archive a list of contacts, or individual contacts?

    • How do I change a form's name? Why isn't this more intuitive?

      Can someone please let me know how to change a form's name?

    • Updating Secondary Contact (CCs)

      We use Zoho Forms to capture the user request and integrated with Zoho Desk to raise tickets. Active Microsoft login is captured in our Zoho forms and registered as Primary contact in Zoho desk ticket. We also an have an option to raise ticket on behalf

    • Control Over Zia Generative AI Reply Assistance Behavior

      Hello, I would like to request an enhancement to the Zia Generative AI feature, specifically concerning the Reply Assistance within Zoho Desk. Current Issue: When replying to a ticket, the Ticket Properties section is automatically replaced by the Zia

    • AI feature in Zoho Desk suggesting answers based on past ticket threads

      Hi I would like to suggest something that would be very useful : instead of suggesting answers based on the Knowledge Base, I think it would be great if Zia could analyze the history of all customer and agents threads, to suggest answers in new tickets.

    • Zia now integrated with Open AI in Zoho Desk

      The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.

    • 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

    • Employee self-service portal: Onboarding and continuous learning platform for support reps

      Hello everyone, In any organization, employees must go through multiple courses to learn about the product, their organization's standards, and how to respond to customer queries using the knowledge base articles available. This typically requires completing

    • 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

    • Contact custom field in layout

      Good day, all, I have an "Extension" custom field in contacts, and would like to display the contact extension in the ticket layout, but I don't seem to be able to. What am I missing? Thanks Rudy

    • Is there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?

      Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This would

    • Exact match in name when searching workdrive

      Hello, I am wondering how to search workdrive files/folders with an exact match in the name. For example, when I search across folder with the url param search[name]=someName, I get multiple results such as "someName", "someNameAndMore", or "someName

    • Next Page