Call Center Agent Utilization

Call center agent utilization refers to the percentage of time that an agent is actively handling calls, versus the total amount of time they are logged into the system. It is a measure of how effectively call center agents are being used, and can be used to identify areas where improvements can be made in terms of staffing and scheduling. The utilization rate is calculated by dividing the time spent handling calls by the total time the agent is available to take calls. A high utilization rate is generally considered to be a positive thing, as it means that agents are being used effectively and efficiently. However, if the utilization rate is too high, it can lead to agent burnout and a decrease in the quality of customer service. On the other hand, if the utilization rate is too low, it may indicate that there are not enough calls to keep agents busy, which can be a sign of over-staffing or inefficiency.