Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Admin |
Available time comes from agent statuses, which means the accuracy of those statuses is the whole answer.
How it works
- Agents set a status in Support.
- Each status is mapped to workstreams in Workforce Management, which is what brings those workstreams' activities into adherence.
- Synchronisation keeps the two in step.
- Time in each activity is recorded from that.
All three steps matter
Miss the mapping and statuses become unexplained gaps. Miss the synchronisation and agents maintain availability twice, which nobody does reliably.
Both are set up once and both are forgotten when a new status is added.
Paid and productive are settings, not facts
Each status carries two toggles under Occupancy settings: Log this status as paid time, and within it Log this status as productive time. Productive is a subset of paid, so every status counted as productive is also counted as paid.
Those two decide what your occupancy rate is a rate of. Before comparing anybody's figures, check how the statuses they use are set, because a team whose break status counts as paid time is not measured the same way as one whose does not.
Availability is not the same as working
Available means ready to receive work. An agent writing a long reply is working and may show as occupied rather than available, and that is correct.
Reading available time as productive time is the standard misinterpretation.
It depends on agents
The data is as good as their habit of setting a status. That habit forms when they understand what it does: it stops conversations being routed to somebody in a meeting.
Explained as tracking, it does not form.
Idle timeout helps
It catches the agent who went to a meeting without changing status. Set generously, so it does not fire on somebody reading a long ticket.
Check it before reporting on it
Look at one agent's day and ask whether the availability record matches what happened. If not, the mapping or synchronisation is the problem, not the agent.
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