If you would like to track the time an agent is available to work, but there are no phone calls, emails, or chats coming into any of their active queues, we recommend creating a General Task named Available. You can then train your agents to clock into this General Task whenever there are no work items to handle in any of their queues.
This is a useful data point to track as it helps you to understand your staffing needs. If this number is too high, you may need to adjust your staffing.
Note: once you've done this, you can report on how much time is spent in the Available status using reports like Agent Activity, Reports, and Agent Status.