What Is Agent Utilization?
In a call center, agent utilization refers to a measure of how much of an agent’s scheduled time is spent on productive tasks, such as customer interactions and related work, versus idle or non-productive time. This helps contact center managers improve staffing, workloads, and can identify areas for agent training or coaching to improve productivity. It can also help identify areas for automation.
Benefits of Tracking Agent Utilization
Here are some benefits for tracking agent utilization:
Helps to optimize staffing levels
Reduces costs by ensuring agents are utilized effectively
Improves agent experience by balancing workloads
Provides performance benchmarking targets and assessments
Identifies areas for process improvements or training needs
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