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.

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

Managing 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!