Agent Utilization Metric

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

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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

Related Metrics & KPIs

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Callback Messaging

Average Sales Per Agent.png

Average Sales per Agent

Call Center Kpi Cost Per Contact.png

Cost per Contact

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