呼叫中心員工利用率：
根據4PS國際標準定義，該指標指某段統(tǒng)計時間內，聯絡中心員工登錄狀態(tài)和付薪時長的比率。員工登錄狀態(tài)不含就餐時間和小休時間。
According to the definition of 4Ps international standard，Employee utilization (agent utilization) refers to the ratio of employee logon status to pay-time over a statistical period of time. Employee logon status does not include meal time and rest time..
4PS標準指標：呼叫中心員工利用率
計算公式:
4PS標準指標：呼叫中心員工利用率2
注意事項：
--根據4PS國際標準定義總系統(tǒng)登錄時長是指員工從簽入提醒至簽出系統(tǒng)之間的累計時長，統(tǒng)計時段內多次簽入簽出則時間累加計算。
According to the definition of 4Ps international standard，The total system logon time is the cumulative time between the employee's check-in reminder and the check-out system, and the accumulated time is calculated when the employee checks in and out several times in the statistical period.
--付薪時長是按照標準月工時167.5小時來計算。
The pay period is calculated on the basis of standard monthly working hours of 167.5 hours.
影響因素:
--員工利用率考量的是付薪時間內的員工工作狀態(tài)，員工利用率低意味著該客戶聯絡中心在內部人員管理上的失控，直接后果是造成成本增加。
The low utilization rate of employees means that the customer contact center is out of control in internal staff management, and the direct result is the cost increase.
統(tǒng)計頻率:按日或按周或按月。By day or week or month.
參考標準:
指標基準值≥90%，高效≥94% Benchmark ≥ 90, efficiency ≥ 94%
指標應用:
某CSR某日總登陸時長為9小時，具體構成為：100個呼入電話，平均處理時長180秒
The total landing time of a certain csr is 9 hours, which consists of 100 incoming calls and an average processing time of 180 seconds， 10封語音留言，每個語音留言的處理時長為270秒，當日小休總時長2400秒，午餐時長3600秒，則：
10 voicemail, the processing time of each voice message is 270 seconds, the total duration of the rest of the day is 2400 seconds, the lunch time is 3600 seconds, then:
該CSR當日員工利用率=（9*3600-2400-3600）/8*3600=91.674%。
The CSR day employee utilization rate = (9 / 3600-2400-3600) / 83600 / 91.674.
