The Availability report shows the availability rate of the agent during his/her shift hours.
Target Login Hours:- If you want to add total target hours for any agent.
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).
Users:- It will show the name of the user.
Shift hours – The working hours of the agent are based on his/her availability. If the agent’s availability is –
Always available, then shift hours will be 24 hours
Custom availability and shift hours will be according to the working hours selected
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.
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