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Utilization Definition Messages in this topic - RSS

Guest


5/12/2006
Guest
What is the definition of utilisation?

- Charlene, Salesforce
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Guest


6/16/2006
Guest
Charlene

Well the answer is ... it depends!

It seems to depend on the organisation who is talking about ‘utilization'. In other words, it means different things to different people – I have learned to ask anyone who talks about it to explain what they mean and how they define it.

However, typically it means one of two things:

1. The percentage of time that an agent is actually working as a proportion of their working (payroll) hours. In the context of a call handler then, this would be the time they are handling calls or doing after call work as a percentage of their working day. The difference between that percentage and 100% being break time, training, coaching, lunch time, time sat in available waiting for a call etc.
2. The percentage of time that an agent is actually working as a proportion of their logged in/available time – this is the same as ‘occupancy' and is typically measured by half hour of day.

I am sure there may even be more definitions than this!

- Becky Simpson, Managing Consultant, Improvement Solutions Ltd, UK, and Certified Associate, ICMI and Board member CCMA UK (Learning and Professional Development Portfolio), Tel. +44 1926 640787, Fax: +44 (0) 1926 642281 becky@improvementsolutions.co.uk
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5/4/2007
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Becky

When referring to your 1st definition, do you work on worked hours as the divisor (i.e., only those hours in which the agent is actually available for work) or paid hours (i.e., inclusive of sick absence; holidays, etc.) Guess it depends on what you are trying to achieve! As a large amount of agent time is spent on processing activity (in addition to talk + hold + wrap time), we also include this in our working time to get a more complete picture of performance.

- Richard Ahern
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7/13/2007
Guest
True, calculating CSR Utilization would differ across various companies, lines of business (LOB), industries, etc.

You would need to specifically tell us which industry you belong to, so that people from similar industry/LOBs can send your their current practices.

We do the following:

CSR Utilization = (Total Talk Time + Total Hold Time + Total Wrap Time + Total Avail Time)/(Paid Hours)

We take the Available Time in the numerator, as the agent is still available for us; however, if the agent doesn't have work, it's not his fault.

Occupancy = (Total Talk Time + Total Hold Time + Total Wrap Time)/(Total Talk Time + Total Hold Time + Total Wrap Time + Total Avail Time)

Occupancy will help us in understanding how much was the agent occupied across the day.

- Vijay Srikonda, TransWorks
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1/28/2008
Guest
Well, Utilization would simply mean the percentage of time an agent is occupied with any productive or billable activities.

Formula:

(((AHT*CA)+PA)*24)/(((AHT*CA)+AT+TA)*24)

Average Handled Time: AHT
Call's Answered: CA
Productive AUX: PA
Available Time: AT
Total AUX: TA

- Oommen Mani, Bangalore, India
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Guest


10/19/2009
Guest
I am looking for the definition of utilization in the way it is used in a Pollaczek-Khinchin formula.

Can anyone offer advice?

- Frank Heere
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Guest


3/22/2010
Guest
Frank, first of all, to make things sound simpler, can we know what CRM/scheduling package is in use in your call center? It will help us to relate things...

Since you've mentioned about the Pollaczek-Khintchine formula...looks like you are looking at utilization as in traffic intensity.

- Oommen Mani, Bangalore, India
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