How can I track agent availability time?

Question

I'd like to better understand our staffing needs. How can I track agent availability time?

Answer

Create a general task named Available. Train your agents to clock into this task whenever there are no work items to handle in their queues. Over time, you can view how much time is spent on the Available status from the Agent activity page, Agent Status page, and Reports page, or you can create your own custom report templates.