The Agent Utilization report can help you understand how efficient you are in utilizing your Agent’s time to help your Customers.
Key Concepts and Definitions
These are concepts and definitions you should be aware of to understand this report:
- Agents are the front line of your Customer Support Center. They handle Conversations and their Contacts and can be assigned to multiple Inboxes.
Understand the basics #
When to use the Agent Utilization report #
Use the Agent Utilization report if you have questions around:
- How efficiently are we utilizing our Agents to help our Customers?
- Is Agent Utilization increasing over time?
- How much time are Agents Away from helping our Customers?
How often to view the report #
Review this report weekly to gain valuable and actionable insights.
Take action #
Once you understand the report, you can take action and make improvements.
Constant/Increasing Agent Utilization #
If your Agent Utilization is staying constant or increasing over time, congratulations! This means your Agents are hard at work helping your Customers. With that said, make sure that they are productive and providing the service you want your Customers to experience.
- Did your First Contact Resolution (FCR) increase, or did it stay the same?
- Think about the types of activity or work items you have your Agents complete. For example, if you have Agent activities that require them to spend time in the Customer’s Profile, that will contribute to the Agent Utilization calculation. This means the Agent’s utilization time may be high, but Customers Helped could be low.
- While your Agent Utilization is constant, did the number of Customers helped by your Agents change? An Increase would usually mean that they are very productive. A decrease could mean that they are spending more time with each Customer.
- The amount of time you are comfortable with Agents spending time with your Customers is up to you. Sometimes, spending more time with your Customer equates to a better Customer experience. It could even contribute to better CSAT scores.
Changing/Decreasing Agent Utilization #
Look out for trends in your Agent Utilization, and they should be constant. If you are noticing inconsistencies or a decrease, think of the following points:
- Are there certain Agents spending the most time “Away” from helping Customers? Make sure that Agents are adhering to their schedule.
- Look at Active Conversation Handle Time by Agent and see if that also increased. It could mean your Agents are spending more time helping Customers.
Good to know #
- This report can also be generated via API. See our Developer Docs for more details.
- CSV download of this report is limited to 100k rows.
- Listed below are related reports we recommend you use alongside this report:
- Active Conversation Handle Time by Agent
- Customers Helped by Agent
- First Contact Resolution by Agent
