In absolute value, this report shows the agents’ total activity and presence times over the selected period. If agents are working in Routing mode, you can also refer to the Activity time per agent, Activity time per channel, and Activity time per channel per hour (Routing mode only) reports for a more detailed view of their activity. The report contains information about Presence time and Activity time.
Presence time is an estimation of the working hours of the agents, inferred from the agents’ activity peaks. Presence time is mainly used for the calculation of FTE and is not taken into account for calculation of simultaneous agents. The agent being connected or not in the product does not have any impact on the presence time
By default, the agent is considered absent after 45 minutes of inactivity. You can adjust this delay in Admin > Settings > Account Settings. The lower the absence detection threshold is, the more presence time is accurate
We recommend keeping a value for the absence detection threshold close to the usual agents’ breaks/meetings time. So the difference between presence time and activity time will be less important
Activity time is time during which the agent is actually active when logged in to the system. It is accurate down to the second. By default, the agent is considered absent after 5 minutes of inactivity.
Activity time is calculated from the time when the interface is displayed on screen, activity time on messages and cases (categorizations, openings, etc.), mouse moves, or typing on keyboard. An agent is considered inactive as soon as they switch to another application and the interface no longer appears on their screen