Glossary
Idle Time (Available Time) is a call center metric that measures how many time agents have spent being free from any work, including answering calls and doing any other job responsibilities.
Idle Time (Available Time) is important metric not only to check out whether employees are sitting without work, but also to set up some call center algorithms, like intelligent call routing. For example, you can set up call routing with priority to route calls to agents who have the longest idle time among others.
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