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What does the Agent Hours report track? - База знание / Developer & Reporting / Creating Reports - Deskpro Support

What does the Agent Hours report track?

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Under Reports > Agent Hours, what do the green bars for each agent actually depict?



The Agent Hours report shows agent activity within the interface. In other words, the green bars show times when the agent is logged in and using the agent interface (writing a reply, clicking something, even moving the mouse).

Breaks do not necessarily indicate that the interface window was closed, just that it was not being actively used.

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