Agent utilization is a performance metric in contact centers that measures how effectively agents use their working time to handle customer interactions. It shows the percentage of an agent's total time spent on productive tasks such as answering calls, chats, or emails. Businesses use this metric to monitor efficiency, manage workloads, and ensure optimal staffing. Agent utilization helps contact centers balance productivity and employee well-being. While high utilization may seem ideal, overloading agents can lead to burnout and poor service. A well-managed utilization rate supports consistent customer experiences and sustainable agent performance.

How to Calculate Agent Utilization? 

The basic formula is:
    Agent Utilization(%) = Total worked hours / Total available hours x 100 
  • Total worked hours include time spent on calls, after-call work, and other customer-facing tasks. 
  • Total available hours include all time the agent is signed into the system, including idle or break time.
For example, if an agent is logged in for 8 hours and spends 6 hours handling interactions, their utilization rate is 75%.

Why Agent Utilization Matters in Contact Centers? 

  • Improves Workforce Planning: Helps managers understand how busy agents are and whether staffing levels meet demand.
  • Boosts Operational Efficiency: Identifies underused time and helps reduce idle periods.
  • Supports Performance Management: Tracks agent activity and provides insights for coaching and development.
  • Affects Service Quality: Balanced utilization ensures agents are productive without being overworked, leading to better customer experiences.
  • Optimizes Scheduling: Guides shift planning based on workload trends and agent availability.

Factors That Influence Agent Utilization

  1. Call Volume and Traffic Patterns: Fluctuations in demand directly impact agent workload.
  2. Break Policies and Adherence: Scheduled breaks and non-call activities reduce available handle time.
  3. Multi-channel Responsibilities: Agents handling chat, email, and calls may show varying utilization levels.
  4. System Downtime: Technical issues can lower utilization by limiting task-handling ability.
  5. Agent Skill Set: Skilled agents may handle more interactions, influencing utilization scores.

Best Practices

Set Realistic Utilization Targets

Define utilization benchmarks that balance productivity with service quality. Avoid pushing agents to maximum capacity, as overly high targets can lead to burnout and negatively impact customer interactions. Aim for a healthy balance that keeps agents productive while ensuring they have time for training, breaks, and after-call work.

Use Real-Time Dashboards

Use live monitoring tools to track when agents are available, on a call, or in after-call work. Real-time visibility helps supervisors respond quickly to changing conditions, such as spikes in call volume or idle time, and make immediate adjustments when needed.

Combine Utilization Data with Quality Metrics

Look beyond just how much time agents spend on calls. Analyze utilization alongside quality assurance scores, customer satisfaction (CSAT), and first-call resolution (FCR) to assess efficiency and service effectiveness. This holistic view supports better coaching and workforce planning.

Adjust Schedules Regularly

Review historical data and future demand forecasts to align agent schedules with peak and low-traffic periods. Frequent adjustments help ensure optimal coverage, reduce under- or over-staffing, and support consistent service levels throughout the day.