Agent Utilization Rate measures how efficiently a contact center or BPO agent’s working time is being used for productive tasks. It is typically calculated by dividing the total time an agent spends handling calls, chats, or other customer interactions by their total available working hours (excluding breaks and idle time). A higher utilization rate indicates that agents are actively engaged, while a lower rate may suggest inefficiencies or overstaffing. This metric helps managers optimize workforce planning, reduce idle time, and ensure a balanced workload across teams.