What does the Agent Hours report track?

Question:

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

 

Answer:

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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