Agent Utilization Rate

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What is agent utilization rate

Agent Utilization Rate measures how much of an agent’s working time is spent actively on ticket-related or support tasks. It reflects productivity and efficiency.

Impact of agent utilization rate in customer support

This metric helps leaders balance agent workload and avoid underuse or burnout. Low utilization could point to overstaffing or task allocation issues. High utilization may indicate workload stress, which affects service quality and morale.

Formula + Example/Use Case

Formula:
Time spent on ticket work ÷ Total logged-in time × 100

Example:
If an agent is logged in for 8 hours but only spends 5 hours on support tasks, their utilization = (5 ÷ 8) × 100 = 62.5%.

What affects agent utilization rate

Volume of inbound tickets: Low ticket inflow can reduce agent activity.
Idle time due to poor routing: If tickets aren't distributed fairly, some agents may sit idle.
Administrative work: Time spent on non-customer tasks reduces ticket-handling time.
Availability of tools: Poor tools or slow systems waste valuable support time.

How to improve agent utilization rate

Use smart routing systems: Ensure tickets are evenly distributed based on skills and availability.
Automate repetitive admin tasks: Let agents focus on support work by minimizing form-filling, tagging, or follow-ups.
Align shift planning with ticket trends: Avoid overstaffing during quiet hours or understaffing during peaks.

Benefits