The Operator slot utilization gives you insights into how busy your operators are with the amount of incoming chats. It shows you the percentage of your operators' occupied chat slots at a given time.
Operator chat slot utilization
What does it measure? | An operator’s average chat slot utilization during a given time in percent. |
Unit | Chat slot utilization in percent |
When is it counted? | Whenever the number of occupied chat slots changes for an operator. |
Why is it useful? | It shows you how busy or idle individual operators were during a certain time. A low slot utilization might call for reducing the number of operators while a high slot utilization might suggest raising it. |
