Call centre agent utilisation is a critical workforce management metric that measures an agent’s productivity compared to their capacity. It also provides valuable insights into call centre efficiency. It differs from agent occupancy, which focuses on the time agents spend actively handling interactions.

Measuring agent utilisation can be complex because it considers various activities beyond calls, including meetings, breaks, and more. The formula to calculate it varies but typically involves dividing time spent on calls by total available time.

What are the benefits of tracking call centre agent utilisation?

By tracking agent utilisation, organisations benefit from improved productivity, overall contact centre efficiency as well as preventing agent burnout.  Effectively managing cost-effectiveness and agent satisfaction is a fine balance but by measuring agent utilisation, you can proactively identify potential issues and optimise operations before they become an issue.