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Agent utilisation

Agent utilisation 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 utilisation considers total time at work — including logged-out time such as training — while agent occupancy considers only live logged-in time.

Genesys Cloud

Genesys empowers more than 8,000 organisations 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 organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Agent utilisation

Related capabilities

Analytics and reporting

Workforce forecasting and scheduling

Employee performance management tools

Workforce engagement management