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Agent Utilization

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    Mary Ellen Banks

    Does anyone have a formula to calculate agent utilization?

    #17553 Reply

    There is no 1 formula… On the other hand there are alot of things that you need to keep into consideratioon while calculating … eg. what is the purpose, what agent reports are available etc …. also rather than agent utilization you would prefer finding out “agent productivity” which will give you a clearer picture to what you motive is …

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