What is Available Time?

Available Time, also known as idle time, refers to the period when a contact center agent is logged in and ready to take calls, answer emails, or respond to chat messages, but is not currently engaged in any of these tasks.

How to Calculate Available Time

To calculate Available Time, you can use the following formula:

Availability can be calculated using the formula:

Where:

• Available Time is the time agents are available to take calls but are not engaged in any calls (i.e., idle or waiting for a call).
• Total Logged-in Time is the total time agents are logged into the system, including time spent on calls, in after-call work (ACW), and idle time.

Example of the Agent Availability Formula

Suppose an agent is logged into the system for 8 hours (480 minutes) and was available (but not handling calls) for 90 minutes.

This means that the agent was available 18.75% of the time during their logged-in hours.

Why Available Time Matters

Available Time is crucial for several reasons:

• Maintaining Service Levels: Ensures that there are agents ready to handle incoming calls immediately, reducing customer wait times and improving service levels.
• Agent Well-being: Provides necessary breaks between calls, preventing burnout and maintaining agent morale and productivity.
• Operational Balance: Helps in managing workload distribution and ensuring that agents are not overburdened.

Factors Influencing Available Time

Several factors can impact Available Time:

• Call Volume: Higher call volumes can reduce Available Time as agents spend more time handling calls.
• Shift Length: Longer shifts may lead to more idle time if call volumes are not consistent throughout the day.
• Breaks and Meetings: Scheduled breaks and meetings can affect the total logged-in time and, consequently, Available Time.

Strategies to Improve Available Time

To enhance Available Time, consider the following strategies:

• Optimize Scheduling: Ensure that agent schedules align with peak call times to minimize idle periods.
• Monitor Call Volumes: Use historical data to predict call volumes and adjust staffing levels accordingly.
• Provide Training: Equip agents with the skills to handle calls efficiently, reducing the time spent on each call and increasing Available Time.

Related Terms

• Occupancy: The percentage of time agents are actively engaged in tasks, such as handling calls or completing after-call work (ACW).
• After Call Work (ACW): Tasks that agents complete after finishing a call, such as updating records or sending follow-up emails.
• Agent Availability: The percentage of time agents are available and ready to take calls during their shift.

Conclusion

Available Time is a vital metric in contact center operations, ensuring that agents are ready to handle customer interactions promptly. By understanding and optimizing Available Time, contact centers can improve service levels, maintain agent well-being, and achieve operational balance.