Agent Utilization

Agent utilization measures the percentage of an agent's working time actually spent on customer contact, as opposed to waiting, admin work, or breaks.

Overly high utilization (for example above 85-90%) often leads to burnout and quality loss, because agents have no room for admin work, training, or catching their breath between conversations.

Bugalou's dashboard gives visibility into agent utilization per team member, so team leads can distribute workload fairly and spot overburdened team members early.