AP-226 · Question #142
Your KPIs include measuring agent utilization rates. Which metric best reflects this?
The correct answer is D. All of the above, depending on the desired scope and granularity of agent utilization. Measuring agent utilization rates can involve various metrics to capture different aspects of agent activity. The number of cases handled provides a direct measure of workload, agent login duration relative to active work time gives a measure of efficiency, and tracking time…
Question
Your KPIs include measuring agent utilization rates. Which metric best reflects this?
Options
- ANumber of cases handled by an agent during a specific period.
- BAgent login duration divided by the total active work time on cases or chats.
- CTime spent by an agent on various activities throughout the workday.
- DAll of the above, depending on the desired scope and granularity of agent utilization
How the community answered
(14 responses)- B7% (1)
- D93% (13)
Explanation
Measuring agent utilization rates can involve various metrics to capture different aspects of agent activity. The number of cases handled provides a direct measure of workload, agent login duration relative to active work time gives a measure of efficiency, and tracking time spent on various activities offers insight into how agents distribute their efforts during the workday. Therefore, "D. All of the above, depending on the desired scope and granularity of agent utilization measurement" provides a comprehensive approach to accurately reflecting agent utilization.
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