Plan requirement
| Subscription | Suite Professional or higher |
| Access | Admin |
Reporting on how long agents spend in each status. Useful for staffing, and misleading as a measure of people.
Build it
- Open Explore and the agent state data.
- Metric: time in status.
- Attribute: status, and by day or hour.
- Group by team rather than by person.
The legitimate question
How much availability do we have, when, against how much demand arrives. That is a staffing question, and this report answers it well.
Overlay it with arrival volume and the gaps in cover become obvious.
Report at team level
Per-agent status time looks like a productivity measure and will be read as one. The moment agents believe that, they manage their status rather than their work, and the data stops describing anything.
What the numbers do not know
Away covers a meeting, training, coaching a colleague, a phone call, and a break. All of them are work or are entitled, and none are distinguishable here.
What is worth investigating
A pattern, not an individual: everybody unavailable at the same hour, or a team with much less availability than another doing similar work. Those point at scheduling or workload rather than at people.
Read it with handling time
An agent with high available time and low output may be working difficult cases. Neither number alone means anything, and together they at least prompt the right question.
Say what it is for
If agents know it is used for staffing rather than assessment, they keep their statuses honest. That honesty is the only thing that makes the report worth having.
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