Contact Center1 MIN READ

Agent Availability

November 20, 2020 By LinkLive System
  • LinkLive System
  • November 20, 2020

Agent Availability (also called as Customer Contact Ratio or Assist Rate) is a key performance indicator used by most contact centers to measure the efficiency of a contact center agent. It is calculated by dividing average number of calls attended by the agents during any given time period, by the total hours worked during that period.

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