Call Center Agent Utilization

Call center agent utilization refers to the percentage of time that an agent is actively handling calls, versus the total amount of time they are logged into the system. It is a measure of how effectively call center agents are being used, and can be used to identify areas where improvements can be made in terms of staffing and scheduling. The utilization rate is calculated by dividing the time spent handling calls by the total time the agent is available to take calls. A high utilization rate is generally considered to be a positive thing, as it means that agents are being used effectively and efficiently. However, if the utilization rate is too high, it can lead to agent burnout and a decrease in the quality of customer service. On the other hand, if the utilization rate is too low, it may indicate that there are not enough calls to keep agents busy, which can be a sign of over-staffing or inefficiency.

Learn More

Further Reading

Contact center computer monitor icon

Government-Grade Security: How T-Metrics Meets FedRAMP, StateRAMP, and JITC Standards

T-Metrics stands out as the only contact center solution meeting the strict security requirements of FedRAMP, StateRAMP, and JITC, essential for protecting sensitive government data.

Contact center computer monitor icon

Revolutionize Your Contact Center with Our Omnichannel Solution: JITC Certified for Over 20 Years

At T-Metrics, we're at the forefront of this mission with our Omnichannel Contact Center Solution. With a distinguished history spanning more than 20 years of JITC certification, we've earned the trust and partnership of over 100 Department of Defense facilities worldwide.

Contact center computer monitor icon

Omnichannel Healthcare and T-Metrics: Transforming Patient Experience

In today's dynamic healthcare landscape, seamless communication is the cornerstone of patient satisfaction. Discover how we're transforming patient interactions, ensuring every touchpoint — from phone calls to social media — is consistent, efficient, and patient-focused. Embrace the future of healthcare communication, where care meets convenience.

General Contact Information

Address

How would you like to chat?

Phone Call

Web Chat

Audio Chat

Video Chat

Our office is staffed from 8am-6pm Eastern. Our On-Call team is available 24/7 for emergencies. If this is an emergency, please call us @ 704-525-5551. If it's not, shoot us an email and we'll respond on the next business day.

Our office is staffed from 8am-6pm Eastern. Our On-Call team is available 24/7 for emergencies, and until 10pm Eastern for non-emergencies. Since it's before 10pm, feel free to give us a call and we'll be happy to help. If you'd rather wait for a reply, shoot us an email and we'll respond on the next business day.

Our office is closed for the holiday. Our On-Call team is available 24/7 for emergencies. If this is an emergency, please call us @ 704-525-5551. If it's not, shoot us an email and we'll respond on the next business day.

Operator headset icon

Phone Call

Web Chat

Audio Chat

Video Chat

+1 704.525.5551

Press 0 for Operator
Press 1 for Sales
Press 2 for Support

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

* required

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

* required

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

* required