Agent Productive Time measures how much of an agent’s logged-in time is spent actively handling calls versus waiting, idle time, or navigating between systems.
Low productive time often signals inefficiencies in scheduling, call routing, or workflow design. High productive time typically reflects strong alignment between staffing, demand, and tools.
Why it matters immediately:
This metric highlights wasted capacity. Improving it increases output without adding staff or extending hours.
3. Appointment Show Rate
Booking the appointment is only part of the equation. Appointment Show Rate measures how often scheduled service appointments actually show up.
Low show rates are commonly caused by rushed booking conversations, unclear expectations, or inconsistent confirmation and reminder processes.
Improving this metric usually requires better communication, not more appointments.
Why it matters immediately:
Higher show rates lead to fuller service lanes, better technician utilization, and fewer last-minute gaps in the schedule.
