What is Agent Utilisation?
Agent utilisation is a key performance metric used in contact centres to determine how efficiently agent time is being used. It quantifies the proportion of an agent’s logged-in hours spent handling customer interactions, including phone calls, live chat, or other communication channels, compared to the total time they are available for work.
The basic formula is:
Agent Utilisation (%) = (Total Handling Time ÷ Total Logged-in Time) × 100
For example, if an agent is logged in for 8 hours (480 minutes) and spends 360 minutes actively handling contacts, their utilisation rate is 75%.
This metric is closely monitored by operations managers and workforce planning teams as it directly affects staffing decisions, scheduling efficiency, and service levels.
Why Agent Utilisation Matters
Maintaining the right balance of agent utilisation is crucial for both performance and staff wellbeing. High utilisation often indicates efficient resource use, but if pushed too far (e.g. 90%+), it can lead to agent fatigue, reduced service quality, and increased turnover.
Low utilisation, on the other hand, might point to overstaffing, poor call routing, or underuse of available talent. Neither extreme is ideal. Optimising utilisation involves aligning staffing with forecasted demand while leaving space for training, breaks, system downtime, and unforeseen surges in volume.
Utilisation also plays a key role in budgeting and forecasting. Contact centres with high operational complexity, such as those managing multiple channels or service tiers rely heavily on accurate utilisation metrics to fine-tune agent workloads, shift structures, and workforce engagement strategies.
Common Misconceptions
A common error is confusing agent utilisation with occupancy rate. While both measure agent activity, occupancy focuses on time spent actively engaged versus waiting for the next interaction, whereas utilisation includes all logged-in time, even non-productive periods.
Another misconception is that higher is always better. In reality, optimal utilisation varies by industry, channel mix, and support model. Over-targeting high utilisation without considering human limits or customer experience can create more problems than it solves.
Related Terms
- Average Handle Time (AHT)
- Occupancy Rate
- Schedule Adherence
- Workforce Management (WFM)
- Call Volume Forecasting