"What can I do with agent availability reports?"

"Agent availability reports allow you to track agent activity across tickets, chats, and calls. You can generate reports to see how many tickets, calls, and chats each agent has answered, helping you identify top-performing agents."

"Can I export agent availability data?"

"Yes, agent availability data can be exported to a CSV file for further analysis and reporting purposes."

"How do I filter agent availability by department?"

"You can filter agent availability statistics according to departments, allowing you to see availability data specific to each department in your organization."

Agent availability

Q: "What is agent availability?"

"Agent availability is a feature that allows you to monitor when your agents are online and working. You can see the date, hours, and time range when each agent is available, and filter this information by department."

Monitor your agents’ availability in real-time with LiveAgent’s comprehensive reporting tools. Easily filter stats by department, export data, and identify top-performing agents across tickets, chats, and calls.

Reporting Agent Management Performance Tracking

What is Agent Availability?

Monitor the availability of your agents in real-time. See the time (date, hours, from, to) when your agents are online. Filter statistics according to departments. Agent availability can be exported to a CSV file.

Agent availability reporting in LiveAgent

Agent Availability Reports

Agent availability reports are available for:

Tickets - Track agent availability for ticket handling
Chats - Monitor agent availability for live chat support
Calls - View agent availability for phone support

Identify Exceptionally Hard-Working Agents

Generate agent reports to get an overview of how many tickets, calls, and chats they’ve answered. With LiveAgent’s comprehensive reporting tools, you can:

Monitor real-time availability - See exactly when agents are online and working
Filter by department - Organize and view availability data by specific departments
Export data to CSV - Download reports for further analysis and record-keeping
Identify top performers - Recognize agents who handle the most tickets, chats, and calls
Improve team productivity - Use insights to optimize scheduling and workload distribution

Why Agent Availability Matters

Tracking agent availability is crucial for maintaining excellent customer support. By monitoring when your agents are online and how productive they are, you can:

Ensure consistent coverage - Know when your team is available to handle customer inquiries
Optimize staffing - Identify peak times and adjust schedules accordingly
Recognize performance - Celebrate and reward your top-performing agents
Improve response times - Ensure adequate agent availability during busy periods
Enhance customer satisfaction - Maintain consistent service quality with proper team management

How to Use Agent Availability Reports

Log in to LiveAgent
Navigate to the Reporting section
Select Agent Availability
Choose your date range and filters
View real-time availability data for all agents
Filter by department if needed
Export to CSV for detailed analysis

Knowledge base resources

Frequently asked questions

What is agent availability?: Agent availability is a feature that allows you to monitor when your agents are online and working. You can see the date, hours, and time range when each agent is available, and filter this information by department.
What can I do with agent availability reports?: Agent availability reports allow you to track agent activity across tickets, chats, and calls. You can generate reports to see how many tickets, calls, and chats each agent has answered, helping you identify top-performing agents.
Can I export agent availability data?: Yes, agent availability data can be exported to a CSV file for further analysis and reporting purposes.
How do I filter agent availability by department?: You can filter agent availability statistics according to departments, allowing you to see availability data specific to each department in your organization.

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