agent utilization definition
A definition of requirements created by a client and a CSP that clearly delineates the work product to be delivered by the CSP. Service. There are two definitions of this term as it is used in the COPC-2000® CSP Standard, COPC-2000 CSP Gold Standard and the COPC-2000 VMO Standard: 1. There are two definitions of this term as it is used in the COPC-2000 CSP Standard, ® COPC-2000 CSP Gold Standard, and COPC-2000 VMO Standard: 1. Any need that the CSP or VMO has to fulfill (e.g., respond to e-mails). Reference is made throughout all the COPC ® Family of Standards to client and end-user requirements. 2. Agents as a % of Total Headcount. Definition: This metric is the Full Time Equivalent agent headcount divided by the total Service Desk headcount. It is expressed as a percentage, and represents the percentage of total Service Desk personnel who are engaged in direct customer service activities. The term used by COPC Inc. to designate the percent of a paid day a CSR sp ends handling customer contacts. It is equal to ATT (+ Hold Time if not included in ATT) + ACW + Available to Take a Call divided by the number of paid hours. Importance: Agent Utilization is the single most important indicator of Agent productivity. It measures the percentage of time that the average Agent is in “work mode”, and is independent of Contact Handle Time or call complexity. tr.v. u·til·ized, u·til·iz·ing, u·til·iz·es. To put to use, especially to make profitable or effective use of: an approach to the problem that utilizes the latest research; how plants utilize nutrients to produce seeds. Should necessity require, Tarzan could face Numa in battle, although he was not so egotistical as to think that he could best a full-grown lion in mortal combat other than through accident or the utilization of the cunning of his superior man-mind. Tarzan the Untamed by Burroughs, Edgar Rice View in context. Mentioned in? 1  abuse. 2  abusive. 3  abusively. 4  abusiveness. 5  administrative loading. 6  aircraft utilization. 7  amethopterin. 8  antimetabolite. 9  antineoplastic. 10  antineoplastic drug. 11  appliance. 12  application. 13  blood agent. 14  buffering. 15  bugging. 16  cancer drug. 17  chemiosmosis. 18  cogeneration. 19  conservation. Conversely, a high number of Agent handled contacts may indicate high Agent Utilization, good scheduling efficiency and schedule adherence, or a lower than average Contact Handle Time. Every Service Desk should track and trend this metric on a monthly basis. Most Service Desks commit two major mistakes when it comes to performance measurement:1) they track too many metrics, and 2) they do not exploit the full potential of their performance metrics as a diagnostic tool.
Single most important indicator of Agent productivity