Understanding Agent Availability Report

The Agent Availability report helps supervisors and administrators understand when agents were available in the Helpdesk and how their physical login sessions relate to their recorded availability.

Use this report to review working time, availability periods, login sessions, and agent-level activity for the selected date range.

Summary View

Summary View provides an aggregated view of agent availability.

Each row represents an agent, or an agent/date combination when the report is grouped by date.

The primary values are:

• Hours Worked — the total reconstructed availability time for the agent during the selected reporting period.
• No. of Sessions — the number of distinct physical sessions associated with the agent's reconstructed availability periods.

Hours Worked is calculated from availability history. It is not calculated by simply adding browser session durations.

This distinction prevents overlapping or reconnected sessions from inflating worked time.

Session View

Session View displays individual physical login sessions.

Each row represents one physical session and includes its session duration.

A session can appear in Session View even when it does not overlap a recorded availability period. For this reason, the number of rows in Session View may differ from the No. of Sessions shown in Summary View.

Session View is useful when you need to investigate individual logins, reconnects, multiple devices, or session timing.

Hours Worked

Hours Worked represents the amount of time reconstructed from the agent's availability history within the selected report period.

Overlapping physical sessions do not increase Hours Worked.

For example, if an agent has several browser sessions open during the same availability period, the availability time is counted once rather than once per browser session.

Open availability periods are limited to the effective end of the selected reporting period.

No. of Sessions

In Summary View, No. of Sessions represents distinct physical sessions associated with actual reconstructed availability.

It is not necessarily the same as the total number of physical sessions displayed in Session View.

A physical session that has no overlap with an availability period can still appear in Session View while contributing zero sessions to the Summary availability calculation.

Session Duration

In Session View, Session Duration represents the logical lifetime of the individual physical session.

The session ends at the earliest applicable termination boundary, such as:

• Explicit logout
• Session revocation
• Session expiry
• Idle timeout
• Absolute timeout

This keeps physical session duration separate from availability-based Hours Worked.

Filters

Use the report filters to narrow the data being analyzed.

Available filters can include:

• Date range
• Team
• Role
• Agent

The active filter values are shown in the report toolbar.

Use the filter control to open the full filter panel when you need to change or review the current selection.

Grouping

Summary View can group results by agent or by date.

Group by Agent

This view shows the filtered agent catalog and summarizes availability for each agent.

Agents with no recorded availability in the selected period can still appear with zero activity when they are part of the filtered agent set.

Group by Date

This view separates availability by reporting date.

Availability periods that cross local midnight are divided at the date boundary so that each day's worked time is attributed to the correct reporting date.

Availability Breakup

Use Availability Breakup to inspect the availability periods that contribute to a Summary row.

The breakup shows the underlying login and logout boundaries and the Hours Worked for those periods.

This is useful when validating how an aggregated Hours Worked value was constructed.

Why Hours Worked and Session Totals Can Differ

Availability and physical sessions represent different concepts.

An agent can:

• Have multiple overlapping physical sessions during one availability period.
• Reconnect using the same browser session.
• Sign in from another device while already available.
• Have a physical session without a matching availability period.

Because of this, do not interpret physical session duration as Hours Worked and do not expect the total physical session count to always equal the Summary session count.

Refreshing the Report

Use Refresh to reload the report using the current filters and view settings.

Refreshing does not change the selected filters.

Exporting Report Data

Use the available export options when you need to work with the report data outside the Helpdesk.

Exports use the active report filters and should be interpreted according to the same Summary View and Session View rules described in this article.

Interpretation Tips

When reviewing Agent Availability:

• Use Summary View to understand availability-based worked time.
• Use Session View to investigate individual physical login sessions.
• Use Availability Breakup when you need to validate the periods behind a Summary value.
• Compare session counts carefully because Summary sessions are associated with reconstructed availability while Session View shows physical sessions.
• Apply the appropriate date, team, role, and agent filters before drawing conclusions from the report.