A question we often hear is what is the best way to track an agent's available time. In other words: The time an agent is working when there are no phone calls, emails, or chats in any of their available queues. This is a useful data point to track because it helps you understand the amount of time agents are available to work on support activities but don't have any work to do. If this number is too high it could indicate you should adjust your staffing.
We recommend creating a General Task named "Available" and training your agents to clock into this General Task whenever their is no work in any of their queues to handle.