Agent Utilization

What is agent utilization?

Agent utilization is a workforce management metric that shows how productive agents are. In simple terms, it is the ratio of the work an agent produces to the work they have the capacity to do.

The idea is straightforward, but measuring it is harder than it looks. A proper calculation usually has to account for breaks, vacation and sick days, and a few other variables.

For utilization, higher is generally better. Low utilization means you are paying for capacity you are not using, which pushes up the cost of each agent-assisted contact.