What is the formula for calculating utilization?

The basic formula is pretty simple: it’s the number of billable hours divided by the total number of available hours (x 100). So, if an employee billed for 32 hours from a 40-hour week, they would have a utilization rate of 80\%.

What is utilization in a call center?

Call center agent utilization is the ratio of an agent’s productivity to their capacity. Call center agent utilization may be somewhat difficult to measure because it takes into account other activities and time uses besides the calls themselves and after-call work.

What is call center utilization rate?

Call center agent utilization is the percentage of time an agent spends on handling contacts and customer interactions or handling contact-related work. It measures how much time agents who are logged into the queue spend handling customers and how much time they are being paid to work in the call center.

How is technician utilization calculated?

To calculate a technician’s utilization rate, divide the number of Hours Logged by the number of hours worked. For instance, if a technician worked 40 hours in a week and logged 35 hours in Property Meld, their utilization rate would be calculated as (35/40)100 = 87.5\%.

How do you calculate utilization capacity?

1. Capacity Utilization = Actual Output / Potential Output * 100.
2. Or, Capacity Utilization = 40,000 / 60,000 * 100 = 66.67\%.

How is call center service level calculated?

FAQs

1. The most common formula used by the call center industry to calculate Service Level is:
2. Number of calls answered within time period/ total number of call answered X 100\%
3. This is based on the objective of X\% of calls answered with Y seconds.

How can I increase my call center utilization rate?

How to improve Call Center Utilization?

1. Call center metrics.
2. Call center quality metrics.
3. Call Center efficiency metrics.
4. Login and Logout time for call center staff.
5. Single Sign On for call center telephony.
6. Active Login Manager for better call center utilization.

How do you calculate Team utilization?

The easiest formula is:

1. Resource utilization = Busy time / Available time.
2. Resource utilization = Planned working hours (bookings) / Available hours.
3. Resource utilization = Recorded working hours / Available hours.