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Let’s call this “Total Paid Time”.Once these two figures have been calculated, the contact centre can simply divide their “Logged-in Time” by their “Total Paid Time” and multiply the result by 100, which will then find a percentage utilisation. The Agent Utilization metric allows you to measure and monitor the total percentage of the day that agents are being utilized. The Agent Utilization metric gives call managers a view into the total share of time that call agents are engaging in calls to are working on call-related work. You instead Utilisation combines the time that advisors spend handling contacts with their available time, before considering that total time (logged-in time) as a percentage of the time that they were scheduled to work.You target a certain utilisation rate based on your organisational goals and track the metric to ensure your schedules meet that target. Published On: 10th Apr 2019 - Last modified: 17th Sep 2019
The remaining time would be made up of internal shrinkage activities.These internal shrinkage activities include things like coaching/team-building sessions, lunch and personal breaks.With this in mind, Henriette Potgieter a call centre best practice management consultant at To calculate utilisation, the first thing that the contact centre needs to find out is the total amount of time its advisors are available to help, or are productively helping customers, over a certain time period.
It’s also a good input for shrinkage calculations.Finally, don’t confuse utilisation with other, separate, metrics like schedule adherence, conformance and especially occupancy! Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, …
While monitored alongside a target value, this metric helps managers see how productive their team is in relation to set goals.
25. Call Center KPI Descriptions . This is shown in the formula below:So, while utilisation is useful for balancing costs and schedule efficiency, as well as calculating shrinkage, measuring occupancy has other benefits.Keeping this in mind, both metrics are important for contact centres to measure, so please don’t confuse them.Also, be sure not to get utilisation mixed up with any of the other metrics that are important for workforce management (WFM), such as For more on the distinctions between utilisation and other metrics, read our article: Utilisation is not a metric that should be taken down to the advisor level, because it is not an indicator of an advisor’s performance, but it is instead an indicator of schedule efficiency.So utilisation is a measure that reflects the job of the WFM team and is something that advisors have no control over.Just remember, in the contact centre, efficiency measures do not reflect productivity.
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