Available Time

Available Time (or Avail) is the duration an agent spends sitting at their desk, logged into the system, and ready to work, but waiting for an interaction to arrive.

Think of it as the "breathing room" between interactions. The previous interaction has finished, the notes are typed, and the agent is just staring at the screen, waiting for the headset to "beep" with the next customer.

Depending on the software (Avaya, Cisco, Genesys) or the company culture, this term might be called Idle Time, Ready State, Waiting for a Call, or Green, among others.

In certain situations or seasons of the year (depending on the type of client), there might be more available time in between calls or the opposite: Back-To-Back calls, which we will review in the next lesson.

In a further lesson, we will also learn that Available Time has an impact on company-wide metrics such as Occupancy and Utilization.