This metric shows us the total time agents were available to answer calls and were set to Online state. More specifically, Available Time is used to show us what amount of time agents were available for calls but actually were not having any, while in fact they were scheduled for working on calls.
Available Time does not include Talk Time or a Wrap Up status.
Note: in order to have access to this metric, you will need to have access to our feature Talk+.
Important: you may see slightly different values for for this metric between the Agent Activity and the Summary Report. The Agent Activity collects information from the Zendesk Talk states endpoint, while on the Summary Report it comes from the Available time that was collected from Zendesk API for actual available time per day.