Direct Answer (TL;DR)
Brilo AI measures the Utilization Rate as the portion of time a Brilo AI voice agent spends actively handling calls and call-related tasks versus the time the agent is available to take work. The exact calculation can be configured to include talk time, hold time, and wrap-up time (after-call work) and is reported over configurable windows (real-time, hourly, or daily). Use the Utilization Rate to understand capacity, plan staffing, and tune self-service routing — but pair it with quality metrics like transfer rate and sentiment to evaluate effectiveness. In Brilo AI, Utilization Rate is the percentage of assigned time an AI voice agent is actively engaged in handling interactions.
How does Brilo AI calculate utilization rate? — Brilo AI reports utilization as active handling time divided by available staffing time; the components included are configurable.
What counts toward utilization in Brilo AI? — Talk time, hold time, and wrap-up time can be included when those counters are enabled in reporting.
Can I see utilization per team or phone number? — Brilo AI can surface utilization aggregated by agent group, queue, or phone line when routing labels are configured.
Why This Question Comes Up (problem context)
Enterprise buyers ask about Utilization Rate because they need a reliable way to compare capacity across shifts, channels, and locations. Banks, insurers, and healthcare providers use utilization metrics to balance live-agent availability against Brilo AI voice agent load, to decide when to expand self-service, and to validate staffing models. Accurate utilization measurement is essential for operational planning, SLA monitoring, and audit-ready reporting.
How It Works (High-Level)
Brilo AI captures event-level call signals (session start, answer, hold, resume, end, wrap-up) and aggregates them into time-based metrics. These signals are mapped into configurable buckets such as talk time, hold time, wrap-up time, and idle time, then computed into Utilization Rate over the selected reporting window.
In Brilo AI, Active Time is the sum of talk time, hold time, and configured after-call work that the voice agent performs on a session. Administrators choose which components to include for each report, and Brilo AI can present utilization by agent group, queue, or phone number to match your org structure.
Guardrails & Boundaries
Brilo AI’s Utilization Rate is a capacity and activity indicator — not a quality score. It should not be used as the sole basis for performance reviews or compliance decisions. In Brilo AI, Available Time is the scheduled or assigned time that an agent or agent-group is eligible to receive calls; non-scheduled maintenance windows and known outages are excluded from Available Time calculations when configured.
Brilo AI does not infer intent or customer satisfaction from utilization alone; pair utilization with conversation quality signals (transcripts, sentiment, escalation rate) to make operational decisions. Also, utilization for concurrent session handling requires explicit configuration so that multi-call concurrency is counted correctly instead of double-counting time.
Applied Examples
Healthcare: A clinic uses Brilo AI Utilization Rate to decide whether appointment call flows should remain automated after hours. The team compares utilization during peak weekday hours to clinician call-back availability to reduce patient wait times without increasing clinician administrative load.
Banking: A retail bank aggregates Brilo AI utilization by queue to decide whether to expand IVR self-service for balance inquiries. High utilization during peak mornings triggers workflow changes to surface cashier-less routing and reduce live transfer volume.
Insurance: An insurance contact center monitors Brilo AI utilization and manual-handling time to optimize the mix of claim-intake automation and human review, reducing backlog while keeping high-touch fraud checks with humans.
Human Handoff & Escalation
When Brilo AI reaches configured trigger conditions (complex intent, low confidence, or customer request), the voice agent workflow can escalate to a human. Typical handoff behavior includes attaching call context and recent transcript, routing to the next-available agent group or a specific phone number, and marking the session for post-handoff analysis so utilization and quality reports reflect the full lifecycle. Handoffs are treated as an endpoint in utilization reporting — Brilo AI records the transition time so Active Time and Available Time remain accurate for both the voice agent and the receiving human queue.
Setup Requirements
Define business hours and staffing windows so Brilo AI can compute Available Time correctly.
Configure routing labels and agent groups (queues) to enable aggregation by team or phone line.
Enable the event-level call signals (answer, hold, resume, end) and set which components count toward Active Time.
Map wrap-up tasks or after-call workflows so Brilo AI can include after-call work in utilization when desired.
Provide your CRM integration or webhook endpoint to attach context for aggregated reports and downstream dashboards.
Select reporting windows (real-time, hourly, daily) and schedule exports or dashboards for stakeholders.
Business Outcomes
Measuring Utilization Rate with Brilo AI helps organizations make practical operational decisions: align staffing with demand, identify when to expand self-service flows, reduce missed calls, and avoid overprovisioning expensive human agents. When combined with quality signals and handoff metrics, utilization data supports safer automation adoption in regulated sectors like healthcare, banking, and insurance.
FAQs
Is utilization the same as occupancy?
No. Occupancy often refers to the ratio of time agents spend handling work while logged in; utilization in Brilo AI is configurable and may include wrap-up and hold time. Use the configuration to match your internal definitions.
Does Brilo AI measure utilization for simultaneous sessions?
Yes when concurrency is enabled in your configuration. You must explicitly configure how concurrent sessions count toward Active Time to avoid overstating utilization.
How often are utilization reports updated?
Brilo AI can provide near-real-time dashboards and scheduled aggregations. Reporting cadence is configurable; choose real-time for operations and hourly/daily aggregates for trend analysis.
Can utilization include after-call automation (wrap-up) performed by Brilo AI?
Yes. If you enable after-call work as a reporting component, Brilo AI will include automated wrap-up time in Active Time and the resulting Utilization Rate.
How should I use utilization alongside quality metrics?
Treat utilization as a capacity metric and combine it with transfer rate, sentiment, and transcript review to ensure higher utilization doesn’t reduce customer experience or compliance adherence.
Next Step
Contact your Brilo AI account team to request activation of event-level reporting and concurrency configuration.
Review your routing and queue definitions in the Brilo AI console to ensure agent groups and phone lines are labeled for aggregated reporting.
Schedule a configuration review with Brilo AI to define which time components (talk, hold, wrap-up) should count toward Utilization Rate and to set reporting windows.