---
title: Agent Utilization
description: Agent Utilization is an important customer service metrics, which can be used to measure the efficiency of your call centers and contact center agents. It is the percentage of time that an agent's time is available for calls and talks to customers. It indicates how frequently an agent takes calls compared to the time the agent spends waiting.
---

[Common Contact Center Metrics Industry Standards List](https://blog.revation.com/common-contact-center-metrics-industry-standards-list)

# [Agent Utilization](https://blog.revation.com/common-contact-center-metrics-industry-standards-list/agent-utilization)

 Written by [Revation Systems](https://blog.revation.com/common-contact-center-metrics-industry-standards-list/author/revation-systems) | Nov 9, 2020 3:04:31 AM

<https://cta-redirect.hubspot.com/cta/redirect/7904435/d92d08e3-41a3-4810-b5a4-557c7e4a6226>

Agent Utilization is an important customer service metrics, which can be used to measure the efficiency of your call centers and contact center agents. It is the percentage of time that an agent's time is available for calls and talks to customers. It indicates how frequently an agent takes calls compared to the time the agent spends waiting.

<https://cta-redirect.hubspot.com/cta/redirect/7904435/96a66d6d-976c-4b14-b62c-7bf304355ecd>

[View full post](https://blog.revation.com/common-contact-center-metrics-industry-standards-list/agent-utilization)

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