How to analyze historical agent status behavior in the agents table
Qvasa tracks every unified agent status session — when an agent went Online, when they went On Break, when the session ended. That history means you can do real behavioral analysis: total time Online per agent last month, how many times each agent entered Lunch, average Meeting length, and so on — all as columns in the agents table, over any date range you choose.
Three steps: enable the statuses you care about as agents table columns, add those columns to an agents table, then point the table at a historical date range.
Step 1 — Enable statuses as agents table columns
Go to Settings → Zendesk Agent Statuses (the /zendesk_agent_statuses page — you'll need admin access). Under Custom / Unified Agent Statuses, every status has an Agents Table Column control. Click Enable agents table column on the statuses that make sense as columns — Online is the classic choice; On Break, Lunch, and Meeting are also popular. Already-enabled statuses show Currently Enabled.
Each enabled status generates four agents-table columns: Total Time, Avg Time, Median Time, and Count (how many times each agent entered the status).
Work item statuses work the same way
Further down the same page, the Work Item Agent Statuses section lists work-item states (Inbound Call Ongoing, Call Wrap Up, and so on) with the same Enable agents table column control. Enable the ones you want and they show up in agents tables exactly like unified statuses — useful for questions like "how much time did each agent spend in call wrap-up last month?"
Step 2 — Add the columns to an agents table
On a dashboard, add (or edit) an Agents Table widget — it's under the Configurable table widget type. In the column configuration, the new columns appear named after the status, e.g. Status Online Total Time and Status Online Count. A clean starting set: Email, Name, and the Total Time column for your status.
Step 3 — Set a long historical date range and read the results
Now the important part: set the widget's date filter to a long range in the past — a full month is a great unit of analysis. Use the Absolute fixed date range strategy (for example July 1 – July 31) so the window stays pinned to that period. The table then shows, for every agent, their totals for exactly that window. Click the column header to sort and see who spent the most time Online:
Why this works: range-based metrics are how you time travel
These status columns are range-based metrics: they sum up the completed status sessions that fall inside your date window. That's what makes them fully historical — unlike live status views, which always show the current moment, a range-based column recomputes for whatever window you give it. Point the range at last month and you get last month's behavior; point it at March and you get March.
This is the pattern for getting real value out of agent status data:
Compare periods — run the same table for two different months to spot trends in online time or break patterns.
Normalize behavior — Total Time tells you volume, Count tells you frequency, and Avg/Median tell you session length. Together they distinguish "many short breaks" from "few long ones".
Audit coverage — a month of Status Online Total Time per agent is a simple, defensible view of schedule adherence.
Good to know
Only completed sessions count. A status session is attributed to the date window containing its end time, so an agent's in-progress session shows up in the totals once it ends.
Agent status change tracking must be enabled for your account for these columns to appear — if the enable controls or columns are missing, reach out to the Qvasa team.
Enabling a status is account-wide — once enabled, the columns are available to every agents table on every dashboard.