Deep Analytics → Ready Time & Working Patterns. Day by day per agent: hours Ready, from
when to when, and how that compares to the expected shift.
Reading it
That last row is the one worth acting on quickly: an agent sitting Ready all day with
nothing arriving almost always has a
channel-grant problem,
not a motivation problem.
Busy counts as working
An agent on calls all afternoon is working, just not taking new chats. Busy time is
credited as availability. Only Off is absence. See
Presence.
Configuring the grading
Deep Analytics → Ready-time grading controls:
- Whether Ready time is graded against a shift at all. Turn this off and the report
becomes a plain record of hours, with no on-time judgment.
- The time zone every shift is read in. Shift hours themselves are set in
Settings → Inbox → Shifts; this decides the clock they
are interpreted against.
The time zone is workspace-wide. If your team spans zones, a 09:00 shift means 09:00 in the
configured zone for everyone — so an agent elsewhere reads as starting hours early or late.
Grade against per-person shift times rather than one shared rota in that case.
Agent Activity, for comparison
Deep Analytics → Agent Activity shows availability per agent alongside actual login and
logout times. Ready Time answers “did they work their hours”; Agent Activity answers “when
were they actually signed in”. A wide gap between them usually means people are signed in
without going Ready. 
