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Utilization = Total talk Time / Billed hours.

Explanation

  • Assume an Agent logged in for 10 hrs per day with the Talk time of 6 Hrs for 5 days.
  • Assume as per client agreement for 5 days we can bill for 10 hrs (10*5). per agent
  • =(6*5)/50=60.0%
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12y ago

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