Zoho Desk: Makes It Easy to Track Agent Work Hours and Breaks
Hello everyone,
Zoho announced some enhancements to the Agent Availability Report, aimed at improving how you monitor and manage your support team's performance.
What is the Agent Availability Report?
The Agent Availability Report is a key tool for team leaders and managers to assess agent engagement and availability throughout the day. It tracks essential data such as login/logout times, activity duration, and session history—helping teams stay informed about how agents are utilizing their time on the platform.
With this report, support leads can fine-tune shift planning by reviewing when agents are online, offline, or on break.
Why it matters:
- Helps organize shift schedules
- Distributes workload more effectively
- Aids in assigning tickets efficiently during busy periods
What’s been updated?
- Agent roles (designations) are now visible within the report
- Easily calculate total hours worked using login/logout time differences
- View the total number of sessions per day
- Access session-level data including break intervals
- Toggle between Summary and Session views for deeper analysis
These upgrades offer greater visibility into team activity and help boost overall productivity.
Role and Work Hours
Designation: You can now see the role or title of each agent directly in the report.
Total Hours Worked: The “Hours Worked” column shows how long an agent was active during a shift by measuring the time between their login and logout.
Monitoring Sessions
Managers can quickly identify how many times an agent signed in and contributed during their workday. This gives a clearer picture of when and how often agents were actively helping customers or completing tasks.
Example:
If an agent logs in from 9:00 AM to 12:00 PM, then again from 1:00 PM to 3:00 PM, and one last time from 3:30 PM to 5:00 PM, the report will show 6.5 hours worked across 3 distinct sessions.
A Few Key Notes:
Active Session: Starts when an agent logs into Desk and begins using the system.
End of Session:
Manual Logout: The session ends when the agent logs out manually.
Idle Timeout: Desk automatically logs the agent out after a long period of inactivity.
Disconnection: Internet issues or system sleep mode can also end a session after an idle limit is reached.
Two Viewing Options
The Agent Availability Report offers two modes to suit different needs:
Summary View:
Session View:
These new features are now accessible to all users across all regions.
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