Agent utilization rate
Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.
What is agent utilization rate?
The agent utilization rate is a key performance metric in customer service that indicates how efficiently support agents are being utilized. It calculates the proportion of time agents are actively working on customer interactions compared to their total available time.
Why agent utilization rate matters
Understanding agent utilization rate helps organizations ensure that their workforce is being effectively used. A balanced utilization rate can lead to improved customer service, optimized staffing levels, and reduced operational costs.
How to calculate agent utilization rate
To calculate the agent utilization rate, divide the total time agents spend on customer interactions by their total available work time, then multiply by 100 to get a percentage.
Factors influencing agent utilization rate
- Workload distribution: Uneven distribution of work can lead to varying utilization rates.
- Agent skills: More skilled agents may handle inquiries faster, affecting their utilization rate.
- Operational efficiency: Efficient processes and tools can help maintain a healthy utilization rate.
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