Agent Utilization Metric

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

Track all your Call Center KPIs in one place

Sign up for free and start making decisions for your business with confidence.

Sign up with Google
Sign up with your email
Call Center KPI Example - Agent Utilization Metric


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

Start tracking your metrics

Level up your analytics with a free forever PowerMetrics account