Plan requirement
| Subscription | Any plan |
| Also required | Workforce 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.
- Statuses are mapped to activities in Workforce Management.
- 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.
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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