Call center agent utilization is the percentage of time an agent spends on handling contacts and customer interactions or handling contact-related work. It measures how much time agents who are logged into the queue spend handling customers and how much time they are being paid to work in the call center.
What is the formula for calculating utilization?
The basic formula is pretty simple: it's the number of billable hours divided by the total number of available hours (x 100). So, if an employee billed for 32 hours from a 40-hour week, they would have a utilization rate of 80%.
How is callcenterutilization rate calculated?
Simply take the amount of time your agents are reported as being on calls or performing call-related tasks and divide it by the total time they are on the clock. Multiply the resulting number by 100, and you have the agent utilization percentage.Dec 5, 2018
What is agent utilization?
Agent utilization indicates the percentage of an agent's total shift spent on call-related activities. Agent occupancy, on the other hand, indicates how much time an agent spends both handling calls and doing other non-call related activities. Here's a simple calculation to approximate callcenter agent utilization.
How is call rate calculated?
Divide the number of abandoned calls by the total number of calls. For example, if your contact center receives 1,000 calls and 50 are abandoned, your abandon rate is 5 percent.
What is the difference between utilization and occupancy?
Agent utilization indicates the percentage of an agent's total shift spent on call-related activities. Agent occupancy, on the other hand, indicates how much time an agent spends both handling calls and doing other non-call related activities.
How is agent utilization calculated in a call center?
Agent utilization is simply the ratio of work produced divided by work capacity. So, for example, if an agent is on customer calls for five hours out of an eight-hour shift, the utilization for that agent that day would be 62.5% (5 hours of work produced ÷ 8 hours of work capacity).
How do you calculate utilization capacity?
- To calculate capacity utilization rate, use the formula capacity utilization = (100,000 / potential output) x 100 and follow the steps below:
- Capacity utilization = (100,000 / potential output) x 100.
- Capacity utilization = (100,000 / 225,000) x 100 = (0.44) x 100.
What is a good call rate?
A 10% abandon rate is considered strong, and traditional wisdom suggests that a 5 to 8% abandon rate is the industry standard. However, recent studies have shown that call abandonment rates on mobile phones may be as high as 20%. Let's take a look at the KPI that contributes to a high abandonment rate.
What does utilization mean in a call center?
Call center agent utilization is the ratio of an agent's productivity to their capacity. Call center agent utilization may be somewhat difficult to measure because it takes into account other activities and time uses besides the calls themselves and after-call work.
How is callcenter service level calculated?
The service level formula is simply the number of calls answered within the service level threshold divided by the number of calls offered, multiplied by 100. This then gives you a percentage service level.
How do you calculate utilization rate?
- Add up the balances on all your credit cards.
- Add up the credit limits on all your cards.
- Divide the total balance by the total credit limit.
- Multiply by 100 to see your credit utilization ratio as a percentage.
How is callcenter capacity calculated?
The most obvious callcenter occupancy formula would be to divide the time an agent spends on calls by all of their available working time. For instance, if an agent spent 54 minutes on calls during one hour (aka 60 minutes) of work, they would have an occupancy rate of 90 percent (54/60 = 90%).Jul 5, 2016
What is the difference between occupancy and Utilisation?
Henriette Potgieter, a call centre best practice management consultant at QBIC Solutions, tells us: “Occupancy differs from utilisation in that occupancy considers only live logged-in time, but utilisation considers total time at work (including logged-out time such as training).”