Agent Utilization

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Agent Utilization
the formula only accounts for handling phone calls. How do you add in time spent on emails and web submissions?

Editor

Call Centre Helper

In essence it is Tot...
In essence it is Total handling time/ Total logged time * 100

Just include emails and web submissions in total handling time.

We will upgrade the article
https://www.callcentrehelper.com/agent-occupancy-89603.htm

more understanding
Logged time mean Login Hours or Time on system (where people are ready to answer calls)

Editor

Call Centre Helper

Logged time means Time logged into the system
It is the total duration that someone was logged in to the ACD system, not the time they were ready to take calls

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