What is Agent Utilization?
Agent utilization measures the percentage of scheduled time agents spend on productive activities, including customer interactions, training, coaching, meetings, and administrative tasks. Unlike occupancy which only counts customer-facing time, utilization captures all value-generating work performed during scheduled hours.
Calculating Utilization
Utilization = Productive Time / Scheduled Time × 100
Productive time includes:
- Customer interactions (calls, chats, emails)
- After-call work
- Training and coaching sessions
- Team meetings
- Administrative tasks
Utilization vs Occupancy
Agent occupancy only counts time spent handling customer interactions. Utilization gives a broader view of productivity by including all work activities.
An agent might have 75% occupancy but 90% utilization—the difference is time spent on training, meetings, and other productive non-customer activities.
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