• The Availability report shows the availability rate of the agent during his/her shift hours.
    1. Target Login Hours:- If you want to add total target hours for any agent.
    2. Login hours – Number of hours the agent was available on his dialer (calculated as the total number of hours when the agent first logged in till he/she last logged out during his/her shift hours).
    3. Users:- It will show the name of the user.
    4. Shift hours – The working hours of the agent are based on his/her availability.  If the agent’s availability is –
      1. Always available, then shift hours will be 24 hours
      2. Custom availability and shift hours will be according to the working hours selected
      3. Always closed, then shift hours will be 0 hours
    • Availability (%) – Login hours/ Shift hours * 100
    • Idle Time:-   Total Idle time (time in which the user did not receive or place any call)
    • Achieved Login Hrs%:- Target login hours vs. achieved login hours.


*Out of service hours – The agent was not working on that particular day or it was a holiday.

Note: - You can also apply a filter and download the report in Excel format.

For any queries, please contact [email protected]