Call agent utilization rate
This measure calculates call agent utilization rate by dividing total annual contact handling time by the total annual agent full-time equivalent (FTE) employees' time worked, excluding planned downtime such as breaks and training. It is part of a set of Process Efficiency measures that help companies optimize the performance of their "plan and manage customer service operations" process by minimizing waste and refining resource consumption.
Benchmark Data
- Median
- 75th
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Indicator:

Compute this Measure
Units for this measure are percent.
Call agent utilization rate
Key Terms
Process efficiency
Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.