Category: Agent Utilization

December 29, 2021

What is Agent Utilization and How to Improve It (2022 Guide)

Agent utilization is one of the most important key performance indicators (KPIs) a call center uses to measure its efficiency. But what is agent utilization? And how can companies improve this KPI? In this comprehensive guide, we’ll examine the agent utilization formula and other factors such as cost per contact, occupancy vs. utilization, and more…. View Article