Agent utilization

Agent utilization represents the percentage of time agents spend on handling calls and other customer interactions as well as related work. These rates can be used to calculate agent efficiency. Agent utilization considers total time at work — including logged-out time such as training — while agent occupancy considers only live logged-in time.

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Agent utilization

Related capabilities

Workforce forecasting and scheduling

Workforce engagement management

Analytics and reporting

Employee performance management