Not Ready Rate refers to the percentage of time an agent spends in a “Not Ready” or “Unavailable” status while logged into the contact center system. During this time, the agent is not handling calls or interacting with customers and is not available to receive new interactions. This status can occur for various reasons—such as breaks, meetings, after-call work (not yet completed), training, or administrative tasks. Monitoring the Not Ready Rate helps contact center managers assess agent availability and identify potential inefficiencies in workforce scheduling or task management.

Formula for Not Ready Rate

 
Not Ready Rate (%)=(Time in Not Ready Status /Total Logged-In Time)×100
  For example, if an agent is logged in for 8 hours (480 minutes) and spends 96 minutes in Not Ready status, the Not Ready Rate is: (96÷480)×100=20%

Why Not Ready Rate Matters

  • Workforce Planning A high Not Ready Rate can indicate scheduling issues or unnecessary downtime. Monitoring this metric helps optimize agent shifts and breaks.
  • Agent Productivity Tracking Not Ready time ensures agents are being utilized effectively and not spending excessive time away from customer interactions.
  • Operational Visibility It gives managers a clearer view of what agents are doing throughout the day and helps differentiate between productive and non-productive time.
  • Balanced Workload Understanding this rate can prevent agent burnout by ensuring agents have appropriate breaks without affecting service levels.

Best Practices for Managing Not Ready Time

  • Define acceptable reasons for using Not Ready status (e.g., lunch, training, coaching).
  • Use real-time dashboards to track and respond to rising Not Ready Rates.
  • Educate agents on the proper use of the status to avoid misuse.
  • Schedule non-call activities during low-traffic periods to reduce impact on service levels.
  • Combine with other metrics (like Occupancy Rate and Agent Utilization) for a full view of agent performance.
PerfectSoft.AI provides intelligent, high-performance contact center solutions designed to enhance customer experiences, boost agent productivity, and streamline your operations. Interested in learning more? Let’s Chat!