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.
Call agent utilization rate
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.