Agent Utilization

What is Agent Utilization

Agent utilization measures the percentage of an agent’s logged-in time that is spent on productive activities, including handling calls and completing after-call work. It differs from occupancy by including all work-related tasks, not just customer interaction time. Cloud contact centers use utilization metrics to understand overall productivity and ensure that staffing levels are aligned with workload. AI can help optimize utilization by automating repetitive tasks and streamlining workflows, allowing agents to focus on high-value activities.