Agent Utilization

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

Call Center KPI Examples | Agent Utilization

Overview

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.

Formula

Calls answered within the first minute/Total number of calls

Reporting frequency

Monthly

Example of KPI target

82% utilization

Audience

Manager

Variations

Call center agent utilization

Agent effectiveness in time