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Reply To: % Utilisation


It depends on your ACD, but for me
% Utilization shows:
the overall efficiency of agent performance.
It is the total ratio of time spent in
useful activity, in regard to total time.
Note: an agent is considered to be in ‘useful
activity’ when handling calls, or in wrap-up (work).

Therefore, the higher your % Utilization,
the busier your agents are.