Agent Utilization Details
In the Dispatch Console, you can view the utilization levels of your service resources in the Gantt, Grid, and Calendar views. Utilization is categorized into four levels—Overbooked, Fully booked, Optimal booking, and Underutilized.
Utilization is calculated using the following formula:
Utilization Percentage = (Working Hours / Total Workable Hours) × 100
where,
Working Hours are the total hours for which appointments are scheduled
Total Workable Hours are the total available hours in the selected time frame (day/week), based on your business hours
The Zoho FSM Org time zone (and not the user/system time zone) will be considered for these calculations. The Org time zone can be configured at Setup > General > Organization Details > Preferences.
The Zoho FSM Org time zone (and not the user/system time zone) will be considered for these calculations. The Org time zone can be configured at Setup > General > Organization Details > Preferences.
The utilization levels are defined as:
> 100% – Overbooked
> 85% – Fully booked
> 70% – Optimal booking
< 70% – Underutilized
The Working Hours will be considered for either a Day or Week depending on the Time Range filter selected. In the Appointment Date/Time filter, whether you choose Schedule or Live, the utilization level is calculated based on the Working Hours that reflect the total hours for which appointments are scheduled.
In Gantt View
In the Gantt view, details about their utilization will be shown next to each service resource. You can hover over an entry to see additional information.
In Grid View
In the Grid view, agent utilization details appear at the top of each cell, and you can hover over them to view more information.
In Calendar View
In the Calendar view, utilization values are displayed only when a single resource is selected in the Service Resources filter. They will also be shown only in the Day and Week views. The utilization details appear right above the calendar area and you can hover each entry to see more information.
View Appointments Used for Agent Utilization Calculation
Agent utilization is calculated based on service appointments that are in the Scheduled or Dispatched status. However, depending on the filters applied in the Dispatch Console, appointments of all statuses may be visible.
To view the list of service appointments considered for agent utilization, hover over the agent utilization details and click the calendar icon in the popover.
This opens the Service Appointment Details overlay with the Service Appointments tab selected and the Scheduled Time option applied in the Date filter.
This list of appointments helps explain discrepancies between the number of appointments shown in the agent utilization details and those displayed in the Service Resources List. Such differences can occur when Live is selected in the Appointment Date/Time filter and there are appointments in progress that are not scheduled within the day or week chosen in the View filter.
Hide Agent Utilization Details
To hide the agent utilization details, navigate to Setup > Customization > Dispatch Console and disable the toggle switch for Enable/disable the utilization view in all views under the Others tab.
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