Reports (Pro)
Agent availability report
Returns each agent's time spent available, on calls, in wrap-up, on break and offline over a date range. Filter by agent, or set format to csv to download it. Use it to see who was logged in during working hours and who took the longest breaks.
Requires: desk.supervise scope, Supervisor licence, Pro plan.
Authorization
bearerAuth AuthorizationBearer <token>
A SautiDesk API key. An owner or admin makes it under Settings in SautiDesk for a named person and picks the scopes. The key is shown once. Send it as Authorization: Bearer <key>. It acts as that person and as nobody else.
In: header
Query Parameters
from*string
Start of the range: a date (2026-09-01) or a time (RFC 3339). A bare date is that day in the workspace's time zone.
to*string
End of the range: a date or a time (RFC 3339). A bare date includes that whole day. The range can be at most 366 days long.
agent?string
Only these people: their ids (UUIDs), separated by commas. Leave it out for everyone.
format?string
csv to download the report as a CSV file instead of JSON.
compare?string
Set to 0 (or false, off, no) to leave out the comparison with the previous period. By default the report includes a compare block and a change on each headline figure. A CSV download never compares.
Response
OK
Example
{ "report": "service", "range": { "from": "2026-10-14T08:30:00Z", "to": "2026-10-14T08:30:00Z", "timezone": "Africa/Nairobi" }, "generated_at": "2026-10-14T08:30:00Z", "kpis": {}, "rows": {}, "total": 3, "next_cursor": "eyJvIjoyNX0", "row_cap": 1, "insight": { "headline": "example", "body": "Hi Amina, your order has shipped.", "icon": "example" }, "charts": [ {} ], "compare": { "label": "Amina Wanjiru", "from": "2026-10-14T08:30:00Z", "to": "2026-10-14T08:30:00Z", "own": false }, "headline": [ { "label": "Amina Wanjiru", "value": {}, "type": "billing", "note": "Hi Amina, your order has shipped.", "tone": "example", "better": "example", "delta": 1, "delta_type": "example", "def": "example", "split": [ { "label": null, "value": null, "type": null, "tone": null } ] } ], "usual_break_seconds": { "example": 60 }, "usual_break_source": "example", "breaks": [ { "agent": { "id": "3f2b8c1e-5a4d-4e7b-9c10-2d6a8e4f1b37", "name": "Amina Wanjiru" }, "state": "available", "reason": "Outside business hours", "started_at": "2026-10-14T08:30:00Z", "ended_at": "2026-10-14T08:30:00Z", "seconds": 60, "usual_seconds": 60, "overrun_seconds": 60, "running": false, "others_on_phones": 1 } ]}FieldTypeDescription
reportrequiredstringThe report to send, for example service or calls.rangerequiredobjectfromrequiredstring (date-time)The number or address to send from. It must belong to your workspace.torequiredstring (date-time)Who to send to: a phone number in international format or, for email, an address.timezonerequiredstringgenerated_atrequiredstring (date-time)kpisrequiredanyrowsrequiredanytotalrequiredintegernext_cursorrequiredstring | nullrow_caprequiredintegerinsightrequiredanyA short written reading of the report, built from its own numbers. Left out when there is nothing to say.headlinerequiredstringThe one-line finding.bodyrequiredstringA sentence or two that explain the finding.iconrequiredstringThe name of the icon to show beside it.chartsrequiredany[]Charts to draw for the report, in order. Each has a kind (for example hbars, columns, scatter, stack, band, heat or timeline), a title and its data. Ignore a kind you do not know. Left out when there is nothing to draw.comparerequiredanyWhat the changes in this report are measured against, for example the same weekday a week earlier. Left out when compare is off or there is nothing to compare with.labelrequiredstringWhat the comparison is against, for example vs last Thursday.fromstring (date-time) | nullStart of the comparison period. Left out when the report uses its own baseline.tostring (date-time) | nullEnd of the comparison period. Left out when the report uses its own baseline.ownbooleanTrue when the report measures against its own baseline, such as the usual week or the forecast, so no second period was run.headlinerequiredobject[]The four headline figures of the report, in the same shape as the kpis of the other reports. Left out when the report has none.labelrequiredstringA short name to recognise it by.valuerequiredanytyperequiredstringnoterequiredstringA note.tonerequiredstringbetterstringWhich way is good for this figure: up or down. Left out when neither is, for example calls offered.deltanumber | nullThis period's figure minus the previous period's, in the unit of delta_type. Left out when there is nothing to compare.delta_typestringHow delta is written: the figure's own type, except that a percentage moves in points.defstringOne sentence that says what the figure means, for a hover under its label. Left out when there is nothing to add.splitobject[]The parts a headline figure is made of, for example conversations by channel, as segments with a label, value, type and tone. Left out when it has none.labelrequiredstringA short name to recognise it by.valuerequirednumbertyperequiredstringtonestringusual_break_secondsrequiredobjectusual_break_sourcerequiredstringbreaksrequiredobject[]agentrequiredobjectidrequiredstring (uuid)namerequiredstringA name for it.staterequiredstringThe availability to set: available, away, break, non_phone or offline.reasonrequiredstring | nullWhy, in a few words, for example Lunch.started_atrequiredstring (date-time)ended_atrequiredstring (date-time) | nullsecondsrequiredintegerusual_secondsrequiredinteger | nulloverrun_secondsrequiredinteger | nullrunningrequiredbooleanothers_on_phonesrequiredintegerHow many other people were on the phones (available, on a call or in wrap-up) when the break began.curl -X GET "https://api.sautidesk.com/v1/desk/reports/availability?from=string&to=string"