What is Idle Time?
Idle time in a call center refers to periods when agents are not actively handling customer interactions. This includes time spent waiting between calls, during system delays, or after completing administrative tasks before the next interaction begins.
Why Idle Time Matters
– Excessive idle time reduces overall efficiency and productivity
– Impacts workforce management and staffing decisions
– Increases operational costs if not properly managed
Types of Idle Time
System Idle Time
Occurs due to slow system response or technical issues.
Queue Idle Time
Happens when agents are ready but not receiving calls due to low volume.
Post-Call Idle Time
Time between completing one call and starting the next, including ACW (After-Call Work).
How to Calculate Idle Time
Idle Time = Total Logged-In Time – (Talk Time + Hold Time + After-Call Work)
It can be measured per agent or team and is often expressed as a percentage of total shift time.
Tips to Reduce Idle Time
– Optimize call routing and queue distribution
– Use real-time monitoring and reporting tools
– Train agents to multitask efficiently
– Balance staffing with accurate forecasting
– Automate repetitive tasks with AI and bots
Related Topics for Further Reading
– ACD (Automatic Call Distributor)
– Workforce Management (WFM)
– Real-Time Monitoring
– Average Handle Time (AHT)
– Agent Occupancy Rate
