Agent Idle Time Shows Where Staffing Capacity Exists

To some degree, idle time is an analogy to inefficiencies in scheduling. The WFM team should be able to estimate what level of idle time should exist within a particular line of business based on service level, call volume and FTE count. Eight to twelve percent is a reasonable number for larger businesses. That number should be used as a “goal post” to ensure the overall efficiencies are maintained. Whether it is idle time, incorrect start times, changes in call arrivals or some other measure, WFM needs to provide a constant focus to maximize the effective use of Agent scheduled time.

In the example below, you see many agents with over a 100 and ever 200 minutes of idle time in one day. The question you have to ask yourself is - "Is that reasonable knowing when they worked and what the service level was that day? If it seems excessive, investigate what happened to cause that much idle time.

Sample of colour coded agent performance data showing idle time for the day