Availability
The Availability report provides details on agent status change within a defined time range. Logged-in agents can change their status between online and away or select any number of custom statuses. This report shows whether agents have stuck to normal working schedules within a defined time period.
The Availability report can be viewed by Time, by Chat Queue, and by Agent.
Metrics in this report include:
Widget | Description |
Online | The length of time that an agent/a chat queue/the web chat team is online and accessible. A chat queue was online when one agent in the queue is online; the web chat team is online when one agent is online. |
Logged-in | This shows, at the agent level, the sum of online time and away time. |
Total Away | This shows, at the agent level, the sum of any away time. |
Note: The report also shows the custom away status' time. For example, Logged-in, Online, Total Away (the time of the Away status + the time of the Custom Away status), Away (the time of the Away status) for this report.
Chat Queue
This is a real-time report on the queue, providing the status of agents in the queue, web chat data, and ticket processing status.
