Agent Utilization

Definition:

Agent utilization is a metric that measures the productive time agents spend on calls and other work-related activities relative to their total available working time.

Key Elements:

Productivity Assessment: Indicates how effectively agents are using their time during shifts.

Workload Management: Helps identify whether agents are overburdened or underutilized.

Performance Improvement: Provides insights for training and development initiatives.

Why Agent Utilization Matters:

Understanding agent utilization is essential for optimizing call center operations, enhancing productivity, and ensuring that staffing levels are aligned with service demands.