Call Center Agent Utilization: What It Is, Why It Matters, and How to Get It Right

If your agents are logged in for eight hours but only actively helping customers for five, what does that say about your call center’s performance?

That’s exactly what agent utilization helps you measure. 

• Call center agent utilization is one of the most important — and misunderstood — metrics in call center operations. And getting it right can mean the difference between efficient staffing and costly inefficiencies.

At Balto, we help call centers drive smarter, real-time performance — not by pushing agents harder, but by supporting them better so they can have excellent conversations with ease.

Utilization is a powerful piece of that puzzle, and we’re here to help you crack it. 

Here’s a breakdown of what’s ahead:

What Is Agent Utilization?

Agent utilization measures how much of an agent’s logged-in time is spent handling calls and completing after-call work (ACW). It’s a core metric for understanding efficiency in your call center.

Why It Matters?

Low utilization can point to overstaffing. High utilization might mean your team’s stretched thin. Finding the right balance helps optimize performance without burning out your agents.

Formula

(Handle Time + ACW Time) ÷ Logged-In Time

📊 Use the calculator below to run the numbers with your team’s data.

What’s a Good Agent Utilization Rate?

Most centers aim for 75–85%. Below that, you’re underutilizing resources. Above that, you risk fatigue and turnover.

What Affects Agent Utilization?

Utilization includes more than just talk time — things like ACW, breaks, and idle time all factor in.

Utilization vs. Occupancy

Utilization looks at time spent productively across the full shift. Occupancy focuses only on time spent handling contacts while available.

Coming Up: How to Improve It

Next, we’ll explore best practices for boosting utilization the right way — through better support, smarter staffing, and real-time coaching.

What is Call Center Agent Utilization?

Agent utilization is the percentage of time a call center agent spends actively working, compared to their total logged-in time.

In other words, it answers a critical question: How much of each agent’s paid time is spent on productive tasks like taking calls, writing case notes, or handling after-call work?

Unlike raw handle time, utilization reflects how effectively your team is staffed and scheduled, and it plays a major role in forecasting, budgeting, and workload management.

High utilization can mean your center is operating efficiently. But if it’s too high for too long, agents can burn out. If it’s too low, you’re paying for idle time.

Agent Utilization vs. Occupancy 

Agent utilization and occupancy are often confused, but they’re not the same.

Think of it this way:

• Utilization is about the whole shift
• Occupancy is about the on-call workload during the ready time

💡 Both matter. High occupancy with low utilization might mean agents are available but underscheduled. High utilization and high occupancy? That’s a fast track to burnout.

Call Center Agent Utilization Benchmarks

So, what’s a good utilization rate?

That depends on your contact center’s size, industry, and call complexity — but most experts agree that 75% to 85% utilization is the sweet spot.

Below that, you may be overstaffed or missing opportunities to improve agent efficiency. Above that, you risk pushing agents too hard, which can lead to burnout, turnover, and lower-quality interactions.

Below are some general benchmarks to keep in mind:

📊 Pro tip: Compare utilization by team, shift, or channel. What’s ideal for a billing support team may not work for technical support or outbound sales.

Call Center Agent Utilization Formula

Calculating agent utilization is simple and powerful. It shows how efficiently your agents are spending their time across a given shift.

Here’s the basic formula for call center utilization calculation:

Agent Utilization = (Total Handle Time + After-Call Work Time) ÷ Total Logged-In Time

This formula includes the following metrics:

• Total Handle Time: Time spent actively on calls
• After-Call Work (ACW): Wrapping up tasks after the call
• Logged-In Time: Entire shift time (including idle time, breaks, etc.)

Example: Let’s say an agent is logged in for 8 hours (480 minutes), spends 5.5 hours (330 minutes) handling calls, and another 30 minutes on after-call work.

Their agent utilization formula would be: (330 + 30) ÷ 480 = 0.75, or 75% utilization

That means the agent was productive for 75% of their shift, right within the ideal benchmark.

⚠️ Important: This formula doesn’t account for breaks, training, or meetings unless you specifically exclude them from “logged-in time.” Be consistent in how you define it across your team.

How to Calculate Utilization Rate in Your Call Center

Knowing the agent utilization formula in a call center is one thing — applying it consistently is what unlocks value.

Here’s how to calculate agent utilization in a call center: 

Choose a consistent time frame.

Most teams calculate utilization daily, weekly, or by shift. Be clear about what’s included — especially for breaks, meetings, and training.

Gather your data.

You’ll need:

• Handle time (talk + hold)
• After-call work time
• Total logged-in time

These numbers are typically available in your WFM platform or agent activity logs.

Plug the data into the formula.

Calculate agent utilization for each agent: (Handle Time + ACW Time) ÷ Logged-In Time

Calculate the average utilization.

Once you have individual utilization rates, average them across teams, roles, or shifts to spot patterns and outliers.

Try it Now: Utilization Rate Calculator

Use this simple call center utilization rate calculator to measure your team’s agent utilization rate — one of the most important metrics for workforce planning and efficiency. 

By entering your team’s average Handle Time, After-Call Work (ACW) Time, and Logged-In Time, you’ll get a clear picture of how much of their shift is spent on productive customer-facing tasks.

Try calculating your team’s utilization with this tool — just plug in your metrics below.

Factors That Influence Agent Utilization

Agent utilization in a call center isn’t just about how hard your team is working — it’s shaped by a variety of internal and external factors.

Understanding these drivers helps you fine-tune operations without overloading your agents.

Best Practices to Improve Agent Utilization

Boosting utilization isn’t about squeezing more out of your team — it’s about removing friction, improving processes, and giving agents the right tools to do their jobs efficiently.

Here are five best practices to get started:

1. Improve Forecasting and Scheduling

Use historical data and real-time insights to match staffing with demand. Smarter schedules reduce both idle time and burnout.

2. Automate Low-Value Tasks

Free up agents for meaningful work by automating repetitive actions like call logging, ticket tagging, or data entry.

3. Streamline After-Call Work

Look for ways to reduce average ACW time, like using smart templates or real-time summaries, so agents can move quickly to the next task.

4. Coach in Real Time

Instead of reviewing calls after the fact, use tools that support agents while they’re live, correcting errors, surfacing talking points, and keeping things on track.

5. Align Metrics with Agent Experience

Balance utilization goals with other KPIs like CSAT, FCR, CES, and agent sentiment. A healthy support team is a productive one.

Put Agent Utilization to Work

Agent utilization is one of the most important metrics in your call center — but only if you use it wisely.

It’s not about micromanaging every minute. It’s about building systems that support agents, reduce waste, and ensure your team’s time is spent where it matters most: helping customers.

With the right tools and strategies, you can improve utilization without burning out your team — and create a more efficient, more human-centered contact center.

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