Agent Availability

Convot tracks each agent’s availability status in real time and records it as availability periods. These periods are used in the Agent performance report to show online and busy hours.

How availability is tracked

When an agent is active in Convot (logged in with the app open), their status is recorded as one of:

• Online - available to receive conversations and visible to customers.
• Busy - logged in but marked as unavailable. Not routed new conversations.
• Invisible - logged in but hidden from customer-visible indicators.
• Offline - not active.

Open sessions heartbeat every few minutes. If a session goes stale (no heartbeat), it is treated as offline.

Online hours vs busy hours

In the agent report:

• Online hours includes both “online” and “invisible” time. This represents total logged-in hours, regardless of whether the agent was visible to customers.
• Busy hours counts only time in “busy” status.

This distinction means “online hours” is the best proxy for “how many hours was this agent at their desk,” while “busy hours” tells you how much of that time they were marked unavailable.

Clamping to the report window

Availability periods can span multiple days. When calculating hours for a date range, each period is clamped to the report window - time outside the selected range is not counted. Open periods (no end time) are capped at last_seen_at.

Using availability data

Compare online hours to the conversation heatmap to see whether staffed hours match customer activity windows. If the heatmap shows spikes outside your agents’ online hours, that is a case for the AI agent’s Auto when offline mode.

Compare online hours across agents to understand scheduling distribution. A large discrepancy in online hours between agents may indicate a rostering issue or an agent who is consistently going offline without marking themselves away.