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

    • Approval Workflow for Purchase Orders Abrir

      The requirement is , that all purchase orders greater than or equal to 5000 go through an approval process from certain people, but within books I only see that the approvers can be by levels or any approver but we cannot enter a rule like these. Can

    • WeTravel + Zoho CRM Integration - Has Anyone Built a Connector or Extension?

      Hi all, I'm exploring options for integrating Zoho CRM with WeTravel (booking & payment platform for tour operators). Zapier seems to be the common method but seems limited. I'm wondering if anyone in the community has developed a more comprehensive solution,

    • Option in pipeline deal to select which hotel or branch or store if client has more than one local store

      Hi, I would like to know if there is an option in the deal pipeline to select which hotel, branch, or store a deal is related to—if the company has more than one location. For example, I have a client that owns several hotels under the same company, and

    • Undo article like/dislike

      It seems to be not possible to undo your like/dislike for an article. Would be great if you can. Kind regards, Helen

    • Nested notebooks

      Dear Sir/Madam, I would like to know if it is possible to nest notebooks. It would be very helpful when there are too many, as it would improve organization. Thank you for your response. Best regards.

    • Tax in Quote

      Each row item in a quote has a tax value. At the total numbers at the bottom, there is also a Tax entry. If you select tax in both of the (line item, and the total), the tax doubles. My assumption is that the Tax total should be totalling the tax from

    • Dynamically Fetching Lookup Field Display Value

      I have an audit trail form, Audit_Changes, that tracks old vs new values across different forms. For lookup fields, the old/new value is the ID, but I also need the display value. What's a best practice for dynamically fetching the display value of the

    • Stop Scrolling, Start Asking: Meet Zia for Your Files

      Hey everyone 👋 The era of 'scrolling and searching' is officially over. Whether it's a dense legal contract or a long meeting recording, searching for specific details is a massive time-sink. We think you should be able to interact with your files, not

    • How do I open MSG files in Microsoft Word?

      If you want to open MSG files in Microsoft Word is not natively supported, as MSG is an email file format created by Microsoft Outlook. However, there are professional approaches to access MSG content in Word. First, open the MSG file in Outlook and copy

    • Unable to charge GST on shipping/packing & Forwarding charges in INDIA

      Currently, tax rates only apply to items. It does not apply tax to any shipping or packing & forwarding charges that may be on the order as well. However, these charges are taxable under GST in India. Please add the ability to apply tax to these charges.

    • How to add packing & forwarding charge in purchase order & quotation???

      Hello Zoho Team I have just started using Zoho for my company and I wanted to make purchase order. My supplier charges fix 2% as packing & forwarding on Total amount of material and then they charge me tax. For example, Material 1 = 100 Rs Material 2

    • How to create a boxplot chart in Zoho Analytics?

      Hi, I'm looking forward to making a boxplot in Zoho Analytics, either with all my data or with a time segmentation. No documentation or YouTube video explaining that was found. I guess this is a feature gap. How feasible would it be to add this to Analytics?

    • What are the create bill API line item requiered fields

      While the following documentation says that the line items array is requiered it doesn't say what if any files are requiered in the array. Does anyone know? API documentation: https://www.zoho.com/inventory/api/v1/bills/#create-a-bill I'm trying to add

    • Connecting Zoho Inventory to ShipStation

      we are looking for someone to help connect via API shipStation with Zoho inventory. Any ideas? Thanks. Uri

    • Where is the settings option in zoho writer?

      hi, my zoho writer on windows has menu fonts too large. where do i find the settings to change this option? my screen resolution is correct and other apps/softwares in windows have no issues. regards

    • Using IMAP configuration for shared email inboxes

      Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure

    • When Does WorkDrive integrate with Books?

      When Does WorkDrive integrate with Books?

    • POP mailbox limits

      If I am accessing a remote POP mail server using Zoho Mail is there a mailbox quota for the account or is it all related to my mail account storage limits?

    • Warranty Service and Repair in Zoho FSM

      Hi There, We are a retail store that sells products and also performs installations and repairs. Our field technicians handle this work. Some repairs are covered by manufacturers, who reimburse us for both parts and labour. In these cases, we perform

    • Zoho Sheet for Desktop

      Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

    • WhatsApp phone number migration

      Hi @Gowri V and @Pheranda Nongpiur, Thanks for implementing the promised enhancements to the integration between Zoho CRM and WhatsApp. The previous discussion has been locked, so I'm opening this new one. I am copying below a specific

    • WebDAV support

      I need WebDAV support so that I can upload/download (and modify) documents from my local file system. Is anything planned in his direction?

    • SPF: HELO does not publish an SPF Record

      I am using Zoho mail. Completed all of the required prerequisites from the dashboard to avoid any issues with mail delivery. But when checking on mail-tester.com getting the following error. Can anyone help me solve this?

    • How do I create an update to the Cost Price from landed costs?

      Hi fellow Zoho Inventory battlers, I am new to Zoho inventory and was completely baffled to find that the cost price of products does not update when a new purchase order is received. The cost price is just made up numbers I start with when the product

    • Price Managment

      I have been in discussions with Zoho for some time and not getting what I need. Maybe someone can help explain the logic behind this for me as I fail to understand. When creating an item, you input a sales rate and purchase rate. These rates are just

    • Regarding the integration of Apollo.io with Zoho crm.

      I have been seeing for the last 3 months that your Apollo.io beta version is available in Zoho Flow, and this application has not gone live yet. We requested this 2 months ago, but you guys said that 'we are working on it,' and when we search on Google

    • Actual vs Minimum

      Hi all, I am sure I am not the only one having this need. We are implementing billing on a 30-minute increment, with a minimum of 30 minutes per ticket. My question is, is there a way to create a formula or function to track both the minimum bill vs the

    • Generate leads from instagram

      hello i have question. If connect instagram using zoho social, it is possible to get lead from instagram? example if someone send me direct message or comment on my post and then they generate to lead

    • Kaizen #234 - Automating Deal Handoff with Zia Assistant API, Workflow, Deluge, and Widget in Zoho CRM

      Hello all! Welcome back to a fresh Kaizen week. In this post, we will explore how to automate the deal handoff process in Zoho CRM using Zia Assistant API + Workflow + Deluge + Widgets. Here’s how the final output looks when a deal is reassigned 1. Deal

    • How do you print a refund check to customer?

      Maybe this is a dumb question, but how does anyone print a refund check to a customer? We cant find anywhere to either just print a check and pick a customer, or where to do so from a credit note.

    • Ability to assign Invoice Ownership through Deluge in FSM

      Hi, As part of our process, when a service appointment is completed, we automated the creation of the invoice based on a specific business logic using Deluge. When we do that, the "Owner" of the invoice in Zoho FSM is defaulted to the SuperAdmin. This

    • Enhancement to ICR’s field prompting: Preferred data extraction using advanced field prompting

      Dear Customers, We hope you’re well A quick background Intelligent Character Recognition (ICR) comes as part of Zia’s optical recognition capability called Zia Vision. When we introduced it last April, the data extraction was training-based and was applicable

    • See a list of all records enrolled in a cadence?

      I am looking for a way to see a list of all leads or contact currently enrolled in a cadence. I do not see any way to do this through the cadence UI.

    • Limitation in chart of accounts

      There is a limitation of 4000 accounts in chart of accounts  Zoho needs to remove this limit

    • How do I change the account bank charges are charged to?

      I want bank charges charged to my Credit Card Fees account. Is there a way to do this?

    • Real signature in Zoho Expense PDF report ?

      Hello ! Is there a way to put a real signature on the signature line when a PDF report is generated in Zoho Expense? Through Zoho Sign or another way? Can't seem to make it work.

    • Copy paste settings

      Hello all i have 2 organizations running in ZOHO books in one organization i have customised Tax rates, codes and customized templates instead of manually doing again in org 2 can i have some shortcut to copy paste or export and import??

    • Custom TDS on Vendor Credits via API

      Hi, We are using Zoho Books APIs for posting Bills and vendor credits. We are unable to post custom TDS amount posting vendor credits. Can you please share the API spec and Payload that need to be sent for Custom TDS for Vendor Credits.

    • "Unlink" Advance from Bill without Deleting the Payment Record

      I am writing to highlight a significant workflow issue in Zoho Books (India Edition) regarding Vendor Advances and Bills. The Scenario: I recorded an Advance Payment to a vendor. I matched/reconciled this payment in the Banking module. I received a Bill

    • Advance Payment Record Removed When Deleting Applied Credit from Bill

      Hello, So while working with vendor advance payments, I noticed that removing the applied credit from a bill also removes the corresponding entry from the Payments Made section. What I did : Recorded an advance payment to a vendor through Payments Made.

    • Next Page