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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.

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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.

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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.

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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.

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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.