> ## Documentation Index
> Fetch the complete documentation index at: https://docs.linkiasoft.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ready time and working patterns

> Reading scheduled versus actual availability, and configuring how it is graded.

**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

| Pattern                     | Usually means                                              |
| --------------------------- | ---------------------------------------------------------- |
| Consistently short          | Late starts, early finishes, or forgetting to go Ready     |
| Ready well beyond the shift | Unrecorded overtime, or a session left open on a spare tab |
| Zero on a scheduled day     | Never signed in, or presence is not being set at all       |
| Ready but low replies       | Available and not receiving — check role channel grants    |

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](/help/routing/how-assignment-works#why-didnt-i-get-this-chat),
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](/help/routing/presence-ready-busy-off).

## 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](/help/routing/shifts-and-rotas); this decides the clock they
  are interpreted against.

<Warning>
  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.
</Warning>

## 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.