Agent Status Timeline: every agent's day, at a glance

The agent report already tells you how much time each person spent available, busy, on break, or away, but it can’t tell you the shape of that time. Three separate one-hour breaks and a single three-hour break add up to the same total, but they’re not the same shift, and if 4 agents were all on break at once during the afternoon rush, a total won’t show you that either.

The Agent Status Timeline is a new report that turns those same status logs into a visual timeline you can easily read, move through, and drill into. Shift disputes, coverage gaps, and QA reviews all turn on the same underlying question, and this report is built to answer it: who was doing what, at a given moment?

What a total hides

An agent’s day is really a sequence of blocks: available from 9:00 to 11:30, busy on a call, back to available, away for lunch, and so on. The call centre software already records every one of those transitions. The Agent Status Timeline’s only job is to turn the raw sequence into something you can look at.

Two things a total can never show:

• How the time was split. A break total of 3 hours could be one long block or 6 separate ones—and only one of those is worth a conversation.
• Who overlapped with whom. 4 agents on break between 14:00 and 14:15 is a coverage gap; the same 4 minutes spread across the day is not.

The Agent Status Timeline shows both, because every block on the chart is a real, individual segment of time, not a sum.

A timeline you can move through, not just read

The core of the report is a horizontal chart: one row per agent, coloured blocks for available, busy, break, and away. You can zoom from a full week down to 15-minute detail, drag to pan across the day, and scroll with Ctrl (or ⌘) held down to zoom in on the exact moment you’re looking at. A cursor readout tells you, second by second, what everyone’s status was at the point you’re hovering over.

A marker for the current moment separates what has happened from what hasn’t. That’s useful on a day that’s still in progress: a block still running is marked ongoing rather than looking finished.

5 numbers above the chart

Above the timeline, 5 cards summarise the range you’re looking at:

Card	What it tells you
Available now / at cursor	How many agents are available, out of the whole team
Simultaneous break peak	The most agents on break at the same time, and when
Longest single break	The longest uninterrupted break in the range
Longest single busy block	The longest uninterrupted stretch on a call or task
Never available	Agents who had zero available time in the range

Every card reads from the same segments as the chart. So filtering the timeline down to just “break” and “away” doesn’t change what the cards say; deselecting “available” doesn’t make it look like nobody was ever available.

Facts, not verdicts

The Agent Status Timeline deliberately doesn’t tell you anyone was late. There’s no per-agent shift schedule in the product to measure against, so a “late start” flag would have no real threshold behind it. It would just brand whoever happened to log in after some arbitrary time, every single day. “Never available” is a fact; “missed their shift” is a judgement call the report leaves to the supervisor who knows whether that person was on leave that day.

The same logic applies to short breaks: there’s no minimum-duration filter that quietly drops anything under a few minutes. A 4-minute break can be exactly why a call went unanswered, and hiding it would trade honesty for tidiness. Sort the table by duration instead, and the short ones sort right alongside the long ones.

Where to find it

In the product menu it’s currently labelled Shift View; that’s the name to look for at Portal → Reports → Shift View, at /portal/reports/shift-view/. You can export the full range to CSV from the same ”•••” menu the other reports use. The chart itself is capped at a 7-day view to stay readable, but the export always covers everything you asked for.

Times follow your account’s own timezone throughout, so “today” and your date filters behave the way you’d expect, whichever timezone your team runs on.

If your team is already weighing a phone system against a full call centre setup, the Agent Status Timeline offers one more proof the two aren’t the same thing: a phone line doesn’t know what state an agent was in 5 minutes ago. A customer service team running tickets alongside calls gets the same status history either way, since it comes from the same agent status log.

Open Portal → Reports → Shift View and pick a day your team already talked about (a busy afternoon, a reported gap) and see what the timeline says.