Plan requirement
| Subscription | Suite Professional or higher, Explore 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
- In Explore, choose a dataset. Agent state records when somebody entered a state and how long they stayed in it; Agent state daily gives the day totals per group and per channel. Pick the daily one unless you need the individual transitions.
- Start from the headline metrics: Online time, Offline time, Away time, Transfers only time and Invisible time.
- Add status as the attribute, by day or by hour.
- Group by team rather than by person.
On an account with omnichannel routing the column is called Unified status, and it shows the default or custom status somebody is in now with Time in status beside it. That live view and this report answer different questions: one is for right now, this one is for the pattern.
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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