Free Tool · 1 free use per week
Measure coverage, utilization, and net efficiency from required, scheduled, and actual FTE.
Last verified: March 2026
Three metrics tell the full scheduling story. Coverage shows whether you scheduled enough. Utilization shows whether scheduled agents actually worked. Net efficiency combines both — it's actual productive time divided by what was required. The sweet spot for net efficiency is 88–95%.
From Erlang C or forecast
Published schedule
Who actually worked
OVERSTAFFED BY
Excess scheduled agents
8 FTE
Net Efficiency95.0% — Optimal
UnderBelow AvgOptimalOver
Industry Context
Net Eff Target88-95%
Utilization Range85-92%
Coverage Sweet Spot95-105%
Key:Net efficiency at 95% is in the optimal range (88-95%). Your scheduling operation is well-calibrated. Monitor for drift — efficiency tends to degrade after schedule template changes or volume shifts.
Industry Benchmarks
Coverage95-105%98-102%Scheduled ÷ Required. 100% means exact match.
Utilization85-92%88-90%Actual ÷ Scheduled. Below 85% = schedule bloat.
Net Efficiency82-95%88-92%Actual ÷ Required. The ultimate measure.
