What is Agent Productivity?

Agent productivity measures how efficiently customer service representatives handle support requests. It encompasses speed, quality, and volume metrics that together indicate team effectiveness.

Productivity Metrics

• Tickets per hour: Volume handled in time period
• Tickets per day: Daily resolution count
• Utilization rate: Productive time vs available time
• Resolution rate: Percentage resolved without escalation
• Quality score: Accuracy and customer satisfaction

Productivity Benchmarks

• Email: 8-12 tickets per hour
• Chat: 3-5 concurrent chats, 10-15 per hour
• Phone: 6-10 calls per hour
• Blended: Varies by channel mix

Factors Affecting Productivity

• Issue complexity: Simple vs complex problems
• Tool efficiency: Fast vs slow systems
• Knowledge access: How easily agents find answers
• Training: Agent skill and experience
• Workflow: Process efficiency

Quality vs Quantity

Beware of optimizing productivity without quality:

• Rushed responses: Lower CSAT and more repeat contacts
• Incomplete resolution: Issues come back
• Agent burnout: Unsustainable pace

Balance volume with quality metrics.

Improving Productivity with AI

AI boosts agent productivity through:

• Handling routine issues: AI resolves simple tickets
• Agent assist: Suggested responses and knowledge
• Context provision: Full customer history available
• Automation: Tasks completed automatically
• Summarization: AI summarizes long threads

Productivity Impact

Organizations using AI agent assist see:

• 40-60% faster handling: Less searching, more resolving
• Higher first contact resolution: Right answers faster
• Reduced training time: AI guides new agents
• More capacity: Handle volume without hiring

Maven AGI Difference: Our AI Copilot makes agents more productive while our AI Agent handles routine issues entirely. The combination means agents focus on complex, high-value interactions while AI handles the rest.

Book a demo to boost agent productivity.