Utilization
- Michael Gaudette (Unlicensed)
Overview
Agents should remain productive for at least 90% of the time they are logged into ADP each day.
Breakdown & Expectations
Agents are expected to have at least 90% Utilization each day.
10% of a standard 8-hour shift = 48 minutes.
48 minutes minus 30 minutes of scheduled break time = 18 minutes.
This means there are 18 minutes of buffer time per shift after scheduled breaks to absorb offline, unapproved Meeting time, unapproved Training time, excessive after call work, invalidated system or equipment issues, etc.
If you have tech issues, refer to our Tech Issues speed sheet and complete the Tech Issues Form as instructed in the speed sheet.
Make sure to go into Ready status in Five9 immediately after logging into ADP at the start of shift.
Remain in Ready status during meetings, coachings, 1:1s, and trainings unless explicitly instructed to not stay Ready. Any info you miss during meetings, etc if you receive an inbound call should also be communicated by email.
If ADP is logged 5 min before going ready and the agent goes offline 15 min before punching out of ADP to avoid end of shift call, then 20 min of unproductive time has accrued and the agent will fall under 90% utilization this day.
Do Not place yourself in an unproductive status toward end of shift for the sake of avoiding end of day calls. This impacts productive time and is a form of call avoidance
Below are the Five9 statuses along with expectations as to when each should be used:
Status | Definition | Time Allowed in Status |
Ready (Voice) | On call or waiting for a call | Should be in this status the majority of the day |
Ready For | On call or waiting for a call | Use the Ready (Voice) status |
After Call Work | Used to wrap-up/leave notes for calls | 3 minutes on average |
Lunch | Lunch | 30 minutes for a standard 8.5 hour shift |
Meeting | Team meetings; One-on-ones; Coachings | Use only when scheduled by management |
Break | 2 - fifteen minute breaks for standard 8.5 hour shift | 2 - fifteen minute breaks for standard 8.5 hour shift |
Manual OB | Searching for a previous shopper to dial. | No more than 3 min on average |
Training | Agent trainings, Product Certifications, or Bridge assignments | Only use when there are training assignments scheduled |
Not Ready | Agent not Ready | System defaults to this status when logging in but should never manually be toggled. |
After Call Work
Please be aware that you should always allow callers to end the call first instead of you ending first.
If you end the call first, you will immediately be placed back into the inbound queue. You may immediately receive another call and will not have time to leave notes for the previous call.
If you allow the customer to end first, you will move to the “After Call Work” status. Agent’s do not see this from their Five9 view. Five9 continues to show Ready status but on the back-end, you are actually in “After Call Work” status and will not receive another call until you disposition.
Remember to promptly complete after call work by adding notes and dispositioning to move back to the inbound queue.
Utilization Calculation Example
Suppose an agent logged 8 hours with 10 inbound and 5 outbound calls on a given day and spent time in each status as outlined below.
Status Usage | Hours Spent | Minutes Spent | Productive Minutes | Unproductive Minutes | Notes |
Lunch | 0.50 | 30 | 0 | 0 | Lunch is negated from the calculation because ADP is not logged when lunch is toggled in Five9 |
Ready | 5.38 | 323 | 323 | 0 | 4.38 hours spent on the phone and 1 hour waiting. They both count toward the “Ready” status |
Break | 0.62 | 37 | 0 | 37 | 30 min allowed per 8 hour shift. An extra 12 min were used today, further impacting Utilization |
Manual OB | 0.25 | 15 | 10 | 5 | There were 5 outbound calls with no more than 2 min allowed on average = 10 min. 10 min are approved and considered productive |
After Call Work | 0.67 | 40 | 30 | 10 | There were 15 calls total with no more than 2 min allowed on average = 30 min. 30 min are approved and considered productive |
Meeting | 1.00 | 60 | 45 | 15 | Approved 30 min Team Meeting scheduled and 15 min 1:1 coaching with manager. 45 min are approved and considered productive |
Training | 0.00 | 0 | 0 | 0 |
|
Total | 8.42 | 505 | 408 | 72 |
|
Utilization Calculation
Total Productive Minutes = 408
Total ADP Minutes = 480
408/480 = 85%
Summary
This agent did not meet the 90% Utilization expectation on this day
Utilization Pitfall
If you let the customer hang up first, you will move to he "After Call Work" status even though you can't see yourself in this status because it looks like you are in "Ready" status. It is important to remember to end each call all the way through to completing the disposition. Here is what to watch for specifically:
Watch for the "Caller disconnected" popup in bottom-right corner of screen:
You can know when you are in "After Call Work" status if the caller disconnected but there is still the little "1" on the blue "Call" button:
Add notes and click "Next"
Complete the call form and click "Next"
Select the disposition on the next screen
You should see a screen confirm the call is ended and the little "1" should disappear. If you forget to completely close a call out and you don't pay attention to the "1" then you'll remain in “After Call Status all day. This is an easy pitfall and could cause your utilization to plummet. This will not be considered a valid reason for low utilization since it has been explained how to avoid it.