Percentage of utilization is the total time spent by an agent handling calls including talk time, hold time, AUX and after call work time. This metric helps you understand the amount of staffing time spent on call-related work.
The Utilization section of the Time of Day Analysis dossier helps you understand the percentage distribution of utilization on all occurrences of a day of week during the selected Hour range.
The percentage of Utilization during a specific hour of all occurrences of a weekday is displayed in the form of a horizontal bar graph and color-coded based on the Utilization value.
Note: The color-code parameters are based on the overall data and may be different from the above screen shot.
You can view the values of Utilization and all other metrics by hovering over the bar graph.
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