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Agent Productivity

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What is Agent Productivity?

Agent productivity refers to the efficiency and effectiveness with which agents, often in customer service or sales roles, perform their tasks.

In the context of Professional Service Automation (PSA), agent productivity measures how well service professionals manage and complete their projects, tasks, and client interactions using automation tools.

Why is Agent Productivity Important?

For businesses using Professional Service Automation (PSA), optimizing agent productivity is even more critical. PSA tools automate and streamline processes, which can significantly boost agent productivity when used correctly. Agent productivity is crucial for several reasons:

1. Client Satisfaction: Efficient agents can address client needs promptly, leading to higher client satisfaction.

2. Operational Efficiency: High agent productivity means tasks are completed faster, reducing operational costs.

3. Profitability: Efficient agents can handle more tasks or clients, leading to increased revenue.

4. Competitive Advantage: Companies with productive agents can deliver services faster and more effectively than their competitors.

Agent Productivity

Why Agent Productivity is so important?

How to Calculate Agent Productivity?


Agent Productivity = Number of Tasks Completed/Total Working Hours


If an agent completes 40 tasks in an 8-hour workday, their productivity is:

Agent Productivity=40 tasks/8 hours=5 tasks/hour

Agent Productivity vs Other Metrics

Agent productivity is often compared to other related metrics:

1. Agent Utilization: While agent productivity measures output per hour, agent utilization measures the percentage of time an agent spends on productive tasks. For instance, an agent might be productive but underutilized if they spend a lot of time waiting for tasks.

2. First Contact Resolution (FCR): This metric measures how often agents resolve client issues in the first interaction. High FCR rates often correlate with high agent productivity, but they focus more on quality than quantity.

3. Average Handle Time (AHT): AHT measures the average time an agent spends on a task or client interaction. Lower AHT can indicate higher productivity, but it’s essential to balance speed with quality.

Understanding the nuances between these metrics can help businesses optimize their operations.

Metric Description Key Insights
Agent Productivity Measures the efficiency of service agents or professionals in completing tasks and delivering services. High agent productivity indicates efficient resource utilization and timely service delivery.
Utilization Rate Calculates the percentage of time that service agents are actively engaged in billable work. High utilization rates indicate effective resource allocation and revenue generation.
Service Profitability Evaluates the profitability of services provided by factoring in costs, revenue, and resources used. Higher service profitability implies effective cost management and the ability to generate a significant return on investment.
Customer Satisfaction Measures customer satisfaction with the quality of service and support provided by service agents. High customer satisfaction is indicative of effective service delivery and can lead to customer loyalty and referrals.

How Agent Productivity is Used in PSA?

In PSA, agent productivity plays a pivotal role:

1. Resource Allocation: By monitoring agent productivity, managers can allocate resources more effectively, ensuring that the most productive agents handle the most critical tasks. This is crucial for resource management in PSA.

2. Performance Reviews: Agent productivity metrics can be used during performance evaluations, helping identify areas for improvement or training needs.

3. Forecasting: High agent productivity can indicate the need for fewer hires in the future, while low productivity might signal the need for more staff or training.

4. Client Billing: In some PSA models, clients are billed based on the amount of time agents spend on their projects. Hence, understanding agent productivity can help in streamlining project billing.

Ready to Optimize Your Agent Productivity?

KEBS, a leading PSA software, offers tools that can significantly enhance agent productivity. With KEBS automated time tracking, agents don’t waste time on manual entries, leading to more accurate billing and better time management.

KEBS resource management software ensures that agents are allocated tasks best suited to their skills and productivity levels. KEBS ticket management software streamlines client interactions, ensuring that issues are resolved promptly, boosting agent productivity.

With tools like Gantt charts, KEBS helps agents plan and execute projects more efficiently. By integrating financial management tools, agents can better track project budgets and profitability.

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KEBS Helpdesk

For businesses looking to optimize their agent productivity, contacting KEBS for a demo is a step in the right direction.

Key metrics.

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