The metric reflects the percentage of time that agents are actively engaged in handling calls or call-related tasks, compared to their total logged-in time. This encompasses activities such as speaking with customers, after-call work, and any other duties directly contributing to call resolution. For instance, if an agent is logged in for 60 minutes and spends 45 minutes actively on calls and related work, the agent’s result is 75%.
This measurement is a key performance indicator for operational efficiency within a contact center. A carefully managed result can lead to optimized resource allocation, reduced wait times for customers, and improved agent productivity. Historically, businesses have relied on this data to make informed decisions about staffing levels and scheduling, ensuring service level targets are consistently met while minimizing operational costs.
