{"id":4284,"date":"2026-05-29T21:25:13","date_gmt":"2026-05-29T21:25:13","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4284"},"modified":"2026-05-29T21:25:13","modified_gmt":"2026-05-29T21:25:13","slug":"agent-availability-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/agent-availability-zoho-desk\/","title":{"rendered":"Agent Availability"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">Agent availability in Zoho Desk refers to the status an agent sets to indicate whether they are currently active and able to receive new tickets or live chats. Status options typically include Available, Busy, and Offline.<\/div>\n<div class=\"gt-section\">\n<h2>How Availability Affects Ticket Routing<\/h2>\n<p>Assignment rules and round-robin distribution in Zoho Desk check agent availability before routing tickets. Agents set to Busy or Offline are skipped, ensuring new tickets go only to agents who are actively working and can respond.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Availability for Live Chat<\/h2>\n<p>For live chat channels, agent availability is especially critical. When all agents are Offline, the chat widget can show an offline message or a ticket submission form instead. Only Available agents receive incoming chat requests.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Availability Monitoring in RADAR<\/h2>\n<p>The RADAR app shows supervisors real-time agent availability across the team. Managers can see how many agents are online, who is on a call, and who has set themselves as Busy, enabling real-time capacity decisions.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> During peak hours at a retail company&#8217;s support centre, the team lead monitors Zoho Desk&#8217;s agent availability dashboard. When 3 of 8 agents go to lunch simultaneously, she adjusts the round-robin pool to only include available agents, maintaining response times during the reduced-capacity period.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/agent-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Agent<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/round-robin-assignment-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Round Robin Assignment (Desk)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/radar-app-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">RADAR App<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/live-chat-channel-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Live Chat Channel<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is Agent Availability in Zoho Desk?<\/strong><\/p>\n<p>Agent availability is the status that shows whether a support agent is currently active and able to take new tickets or chats. Available agents receive routed tickets; Busy or Offline agents are skipped in assignment rules.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>Can supervisors see agent availability in real time in Zoho Desk?<\/strong><\/p>\n<p>Yes. The RADAR app and Zoho Desk dashboards give supervisors real-time visibility into each agent&#8217;s availability status, helping manage coverage during peak periods and shift transitions.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Agent availability in Zoho Desk indicates whether an agent is active and accepting tickets, controlling how assignment rules route incoming work.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Agent Availability | Zoho Desk Glossary","seo_description":"Agent availability in Zoho Desk indicates whether an agent is active and accepting tickets, controlling how assignment rules route incoming work.","seo_keyword":"agent availability zoho desk","seo_faqs":"[{\"q\": \"What is Agent Availability in Zoho Desk?\", \"a\": \"Agent availability is the status that shows whether a support agent is currently active and able to take new tickets or chats. Available agents receive routed tickets; Busy or Offline agents are skipped in assignment rules.\"}, {\"q\": \"Can supervisors see agent availability in real time in Zoho Desk?\", \"a\": \"Yes. The RADAR app and Zoho Desk dashboards give supervisors real-time visibility into each agent's availability status, helping manage coverage during peak periods and shift transitions.\"}]","term_type":"Business","glossary_related":"","glossary_links":""},"glossary_category":[1247],"class_list":["post-4284","glossary","type-glossary","status-publish","hentry","glossary_category-zoho-desk"],"_links":{"self":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary\/4284","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/types\/glossary"}],"wp:attachment":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/media?parent=4284"}],"wp:term":[{"taxonomy":"glossary_category","embeddable":true,"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary_category?post=4284"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}