What is Agent Utilization?
Agent utilization is a workforce management metric that indicates agent productivity. It is really just the ratio of agent work produced divided by their work capacity. While it is pretty straightforward, agent utilization can be a bit complicated to measure because it typically takes into account breaks, vacation and sick days, and a few other variables. With utilization, higher is better, because low utilization indicates that your cost per agent-assisted contact is higher.
How NICE is Redefining Customer Experience
NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.Omnichannel interaction routingDigital and Voice ChannelsAutomatic Call Distributor (ACD)Interactive Voice Response (IVR)Proactive Engagement