Call Center KPI Examples | Agent Utilization

Agent Utilization

Measure the total amount of time that call agents are working on calls.

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[(Average calls handled per agent in a single month x Average time spent on call and post call work)/(Workdays in a month x Total work hours in a day x 60 minutes)] x100


Throughout the workday, agents will have booms and troughs of calls and call-related work. The Agent Utilization metric allows you to measure and monitor the total percentage of the day that agents are being utilized.


Calls answered within the first minute/Total number of calls

Reporting frequency


Example of KPI target

82% utilization




Call center agent utilization

Agent effectiveness in time

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