See your whole team's day at a glance

Who was available at 10am, who went to lunch when, and who was offline all afternoon? Agent Availability answers that for the whole team at once. Find it under Call Center > Reports > Enhanced Reports when it’s enabled for your team.

Every agent, every day

Choose From and To (up to 31 days) and check the visible timezone. For each day, the report draws one bar per agent who was logged in, in the colors Agent Availability already uses: Available, Offline, Lunch, Break, Meeting, Web, Other and your domain’s custom statuses by their current names. Hover over a period to see its status, start, end and length.

Totals beside the bars

Under the timeline, each agent gets their time logged in, available and unavailable for the whole window. Available plus Unavailable equals logged-in time. Offline is time an agent was logged in but set unavailable without picking a reason.

Each agent’s bars are checked against the native status totals before they’re shown. If the two don’t agree for an agent, that row says so and the rest of the team still appears. A short period native draws but doesn’t count in its totals, such as the pause after a missed call, shows hatched.

Where it helps

• Check coverage for a shift before you look at any one agent’s numbers.
• Spot long Offline stretches or lunches that ran over.
• Print a week of the team’s days for a staffing review.

Print / Save as PDF keeps the dates, timezone, colors and totals together, without the portal around it. For one agent’s calls, call time and dispatch reasons, open Agent Performance.

Want it enabled for your team? Call or text us at 602·445·7777.