Definition: Agent utilization is a metric that measures the percentage of time that call center agents spend handling calls or performing call-related tasks.
Why is Agent Utilization Important in a Call Center?
High agent utilization rates can lead to agent burnout and decreased customer satisfaction. On the other hand, low utilization rates can indicate inefficiency.
How to Measure Agent Utilization?
Agent utilization can be calculated by dividing the total time spent on call-related tasks by the total working time.
How to Improve Agent Utilization?
Efficient call routing, workload balancing, and AI-powered tools like OpenQuestion can help improve agent utilization.
Optimizing Agent Utilization with OpenQuestion
OpenQuestion can streamline call routing and provide agents with relevant information, reducing handling time and improving agent utilization.