Utilization

[forc3d]

What's your target agent utilization?

We use a measurement called Availability, the formula is Total Talk and Ready time divided by total Scheduled Open time and the target is 85%.

[n_meghanath]

If we look at the literal meaning of utilization then probably we might say the time we are able to utilize the agent. So, We obviously wouldn't count time the agents goes on their break. so We mins the Break time from the staff time, going further we might like to ask if the project aux, Coaching aux etc. to be considered as utilization, if not then minus that as well, and another factor would be the available or the ready time where the agents are ready to take call, that's also one of the thing which you might like to give a thought about considering it as part of utilization or not. then finally you divide it with the total staff time. But one thing which you need to count all the time is the handle time. Depending on what you have taken in the numerator you may name it as telephone occupancy, in chair occupancy blah blah. So Now I believe you can create your own target based on what you have in the numerator, for instance you should not have a target of more than 80% telephone occupancy in order to preven burnt out of agents.

[ctaylor]

Utilization is the percentage of time that an agent is actually engaged speaking with a customer. In operational terms this means Talk time+ wrap time as a percentage of Ready or available time.
In most call center environments Utilization over 80-85% will drive turnover as the agents have little time between calls.

I hope I have added some value to this discussion. If I can be of further assistance please email me at ctaylor@thetaylorreachgroup.com

Colin

[paoulo]

some great information / targets on utilization on www.cca2z.com
see also priTel's Rule 75 on this site.

What do you think?

[JoeB]

ColinÂ’s definition is the standard method to calculating utilization. I also agree that as utilization nears 80% you have to watch for signs of burnout and deterioration in service quality. The metrics that cover the other operational characteristics discussed in the other posts are:

* Shrinkage – planned and unplanned unavailability due to vacation, training, sick time, etc.
* Schedule Adherence – staffing shifts (usually at start/stop times) as planned

It is important to understand the cause and effect relationships between different metrics. You can control shrinkage and schedule adherence, and, consequently availability. However, utilization is the outcome - the ratio of call load to availability.

Additional resources:

http://www.diagnosticstrategies.com/...c_modeling.htm
http://www.diagnosticstrategies.com/multiQ.htm
http://www.diagnosticstrategies.com/service_level.htm

Joe

[priteen]

The excel spreadshhets on www.cca2z.com are useful for utilization and all Work Activity Modes reporting