This metric shows us the total time agents spend logged in, throughout the day, in each Zendesk Talk Status (Available, On Call, Wrap Up, Unavailable).
When comparing this metric to On Call and Wrap Up time you can see what amount of time your agents are actually on calls, handling it, in comparison to being (un)available and waiting for the call. Having this information, you can work on adjusting the workload distribution and Schedules.
Note: in order to have access to this metric, you will need to have access to our feature Talk+.