Available time is when agents are “on the clock” and are ready to accept the next transaction.
It’s important to note that available time does not include non-contact-related activities such as breaks, administrative tasks, training sessions or other auxiliary tasks. Available time focuses explicitly on the time agents spend ready to interact with customers.
Contact center supervisors or workforce management teams monitor available time to ensure that agents efficiently utilize their work hours and provide timely customer service. By balancing available time and agent workload, contact centers aim to deliver high-quality customer experiences while effectively managing their workforce resources.
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