呼叫中心员工利用率：

根据4PS国际标准定义，该指标指某段统计时间内，联络中心员工登录状态和付薪时长的比率。员工登录状态不含就餐时间和小休时间。

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标准指标：呼叫中心员工利用率

计算公式:

4PS标准指标：呼叫中心员工利用率2

注意事项：

--根据4PS国际标准定义总系统登录时长是指员工从签入提醒至签出系统之间的累计时长，统计时段内多次签入签出则时间累加计算。

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.

--付薪时长是按照标准月工时167.5小时来计算。

The pay period is calculated on the basis of standard monthly working hours of 167.5 hours.

影响因素:

--员工利用率考量的是付薪时间内的员工工作状态，员工利用率低意味着该客户联络中心在内部人员管理上的失控，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.

统计频率:按日或按周或按月。By day or week or month.

参考标准:

指标基准值≥90%，高效≥94% Benchmark ≥ 90, efficiency ≥ 94%

指标应用:

某CSR某日总登陆时长为9小时，具体构成为：100个呼入电话，平均处理时长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封语音留言，每个语音留言的处理时长为270秒，当日小休总时长2400秒，午餐时长3600秒，则：

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:

该CSR当日员工利用率=（9*3600-2400-3600）/8*3600=91.674%。

The CSR day employee utilization rate = (9 / 3600-2400-3600) / 83600 / 91.674.