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
Example of KPI target
Call center agent utilization
Agent effectiveness in time
[(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