Board path
Care > Agents performance > Agent availability
Why use this board
Use this board to see who's available and how their time is spent. Track online, away, and offline hours, spot your coverage pattern across the week, and check whether case load is spread evenly across the team.
Board controls
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Agents&Agent groups: Select values from the toolbar. In order to switch from Agents to Agent Groups, please delete the current selection and switch to another data source type.
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Skill: Select skill.
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Date range: Defaults to the last 30 days. The board subtitle shows the active range when available.
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Aggregated by: Day, Week, Month, Quarter, Year.
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Sort: Agent name, Agent status, Capacity, Cases assigned.
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Sort: Descending, Ascending. Default: Ascending.
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Sort: Agent name, Total online time, Total away time, Total offline time, Avg daily online time.
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Export: Export the table to XLSX, including the selected date range when available.
Metrics on this board
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Agents away — Agents away
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Total online time — Agent status duration
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Total away time — Agent status duration
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Total offline time — Agent status duration
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Avg daily online time — Agent status duration
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Agents — Agents online
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Agents — Agents offline
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Agent name — Agent workload and availability
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Agent status — Agent workload and availability
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Capacity — Agent workload and availability
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Cases assigned — Agent workload and availability
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Agents online — Agents online by hour of the day
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Cases assigned — Assigned cases by agents by time online
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Time online — Assigned cases by agents by time online
Widgets
Agents away
What it measures: Total number of agents currently away. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Agents away
Visualization: Value
Agent status duration
What it measures: The table shows how long each agent was in each status during the selected date range.
Metrics: Total online time, Total away time, Total offline time, Avg daily online time
Visualization: Table
Agents online
What it measures: Total number of agents currently online. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Agents online
Visualization: Value
Agents offline
What it measures: Total number of agents currently offline. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Agents offline
Visualization: Value
Agent workload and availability
What it measures: The table provides live information on agent status and workload capacity. Shown in a sortable table — use it for exact values per row and to compare individual items (for example agents, profiles, or authors).
Metrics: Agent status, Capacity, Cases assigned
Visualization: Table
Agents online by hour of the day
What it measures: The number of agents online per hour for each weekday during the selected date range. The heatmap highlights peak periods with the most agents online. Note: For longer date ranges, the number of agents is averaged per hour and rounded. For example, if analyzing a four-week period where no agents were online in the first three weeks and 16 agents were online in the last week, the average would be 16/4 = 4.
Metrics: Agents online
Visualization: Heatmap
Assigned cases by agents by time online
What it measures: This chart compares each agent’s total time online with the number of cases assigned to them during the selected timeframe. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Cases assigned, Time online
Visualization: Bar chart