The Agent Availability report gives you a focused, surface-level view of how much time Agents spent available to take Contacts, broken out by channel, over a given window. It draws on the same underlying availability metrics used in the Agent Summary report, in a lighter-weight report scoped just to availability – use it when you want a quick read on availability without the full breadth of the Agent Summary report.
Access the report
Click
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.Select Reports.
Navigate to the Agents section.
Select Agent Availability.
Set your filters and click View Report.
How data in the report is measured
The report is measured by the following:
Grouping – Grouped by Agent and Time granularity.
Time Anchor – Data is time-anchored using Time Buckets for durations.
Metrics used for the Agent Availability report
Use the table below to review the definition of each metric and how it's used to calculate data.
Metric | Description | Comments |
|---|---|---|
End timestamp of the time grain (daily, weekly, etc.) chosen. | ||
Gladly ID for the Agent. | ||
How the Agent Availability report is filtered
Filter | Description |
|---|---|
Date | When filtering by date, you will see availability durations within that range. |
Team | When filtering by team, you will see all the Agents currently assigned to that team. |
How to use the Agent Availability report
The Agent Availability report can provide multiple data points based on how you slice and dice the data. The first step is to download the CSV version of the report and then follow up with the filters above.
Compare availability across Channels – Compare an Agent's Available Time – Voice, Messaging, Mail, and Task metrics against their Available Time – Any to see how their availability is distributed across Channels.
Spot availability gaps – Look for Agents or Teams whose Available Time is low relative to expected staffing, which may indicate scheduling gaps or technical issues.
FAQs
What is the purpose of the Agent Availability report?
The Agent Availability report provides a focused view of how much time Agents spent available to take Contacts, broken out by channel, during a given window.
How is the data in the Agent Availability report measured?
The data is measured by grouping it by Agent and time granularity, and it is time-anchored using Time Buckets for the duration metrics.
How does this report relate to the Agent Summary report?
The Agent Availability report surfaces the same underlying Available Time metrics found in the Agent Summary report, in a lighter-weight report scoped just to availability. If you need the full picture of how Agents spend their time – logins, Active/Away time, Contact handling, Tasks, and more – use the Agent Summary report instead.
Why will Agent's Available Time – Task equal their Available Time – Mail?
Mail and Task availability are controlled by the same button, so the two metrics will often match.
Why are inactive Agents still visible in the report?
The report includes all Agents in Gladly, including deactivated accounts, so you can see availability recorded before an Agent was deactivated.
Why does an Agent's Available Time – Any not equal the sum of their channel-level Available Time metrics?
Available Time – Any does not double count time an Agent was available for more than one channel type at the same time, so it can be less than the sum of the individual channel metrics.