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Explorer
Tiffany Lopez
Explorer
March 17, 2026
Question

CC Agent Status Percentages

  • March 17, 2026
  • 2 replies
  • 136 views

I manage a handful of call queues and im coming across an odd discrepancy in my analytics. How is it some of my agents total combined staus percentages (ready, not ready & occupied) do not equal 100% but some do? When I first  noticed this I assumed it had to do with offline time but if that was the case none of them would equal 100%. I make sure everyone is offline each night so they would all be well below 100% if offline was counted in the total. So what is making the difference? What am i missing?

2 replies

ExpertswhoJohn
Community Super Champion | Customer
ExpertswhoJohn
Community Super Champion | Customer
March 19, 2026

hi ​@Tiffany Lopez ,

this is a very deep question and I fear that the answer could be that the way the math is done, it is not going to guarantee 100%. 
We dont have access to this information in the community, if you have a an account big enoiugh for an account rep, I would put the question to them.

All the best

Please like and mark as the solution if this helps

All the best

 

John Drinkwater

Zoom Community Super Champion.

Zoom Developer Champion

Community Champions are not paid to provide this support and have no access to customer settings or data. I am not personally an employee of Zoom

 

    S
    Newcomer
    Sean Drew
    Newcomer
    June 18, 2026

    Hi ​@Tiffany Lopez! I ran into this same issue recently and I’m surprised this hasn’t been discussed more. ZCC measures Ready, Occupied and Not Ready by dividing the total Agent Work Session duration. I noticed with some agents that they had the same discrepancy and when I did more digging into the logs, I saw agents still had active work sessions, but were in an offline status. I created a case and was told agents are kicked to Offline automatically when there is a websocket disconnect (common causes include if someone’s computer goes to sleep or if there is a network disruption), but the work session is still inactive. They also confirmed that we aren’t able to configure the timeout setting for a websocket disconnect. 

    If your CC does not use concurrent licenses, you can disable work sessions. If you use concurrent licenses, then it is auto enabled.
    https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0058399

     

    If you do have concurrent licenses, you can create custom measures for Agent Timecard (see screenshot below as an example for Occupied %). This doesn’t perfectly fix the issue, but it does help marginally. Neither % will fully be accurate unfortunately.

     

      T
      Explorer
      Tiffany LopezAuthor
      Explorer
      June 18, 2026

       Thank you, this is so interesting!  I do have the ability to toggle off “work sessions” but quick clarifying question. Im wondering If they mentioned if we turn off “work sessions” and we’re not using that as our time measure what are the percentages based on? Operating hours maybe? 

      S
      Newcomer
      Sean Drew
      Newcomer
      June 18, 2026

      We have concurrent licenses, so I’m not sure what they use for the denominator when work sessions are toggled off! Work sessions are advertised as improving reporting and logs. I’d suggest testing outside of operating hours to see what happens from an agent perspective, supervisor perspective and impact on reporting. These are Zoom’s definitions in their data dictionary: 

       

       

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