The Agent Availability report helps you monitor when agents were active, available, or offline during a given time period. This report is essential for tracking staffing coverage, understanding agent workloads, and ensuring adequate support during business hours. Use this report to audit availability trends, validate scheduling policies, and investigate periods of low responsiveness or missed conversations.

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Metrics in this Report

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1. Active Time

Total time the agent was online and marked as available during the selected period.

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2. Away Time

Total time the agent was offline or unavailable.

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Charts in this Report

Charts display data from the last 6 months by default if no date range is selected. The “Group data by” filter controls the time granularity. All charts update dynamically based on selected filters.
  • Active Agent Count Line chart showing the number of agents who were active on a given day or time unit.
  • Time in Each Status Stacked bar chart showing the total time agents spent as “Available” vs. “Offline” during the reporting window.

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Agent Status Audit Table

A detailed, filterable table showing every status change per agent, including:
  • Agent Name & Email
  • Availability Flag (✓ or ✗)
  • Status (Available or Offline)
  • Duration of each session
  • Timestamp when the status change occurred

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Filters

You can refine the report using these filters:
  • Date Range: Choose a fixed range or set custom start and end dates.
  • Group Data By: Select how time-based data is broken down—Hourly, Daily, Weekly, Monthly, Quarterly, or Yearly.
  • Agent Name: Search and filter by specific agents to view individual availability data.

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Export Options

Each chart offers the ability to export:
  • CSV: Raw data in comma-separated format.
  • XLSX: Spreadsheet version for Excel or Sheets.
  • Image: Visual snapshot (PNG) of the current chart.