Utilization rate

The amount of time that an agent is either productive (e.g. occupied) or available to handle incoming contacts as a proportion of their total paid hours.

An agent’s total time consists of their utilized time + their time away from support (breaks, meetings, trainings, meals, etc.).

See us in action.

Want to know how Assembled can help your team rise to the occasion? Set up time with us to learn more!

request demo