Hi, 👋 How can we help?

We're building the fastest WFM on the planet for next generation support teams. Welcome to our help center.

How do I track available time?

Eugene Cheok
Eugene Cheok
  • Updated

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.

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request