In BPO operations, not all productivity problems stem from agents avoiding work. Sometimes, the issue is the opposite: agents who want to work but don't have enough to do. HeroFocus activity monitoring helps managers identify underutilized agents and optimize workload distribution across teams.
Understanding Activity Metrics
HeroFocus tracks multiple indicators of agent activity:
- Keyboard and mouse activity: Frequency and patterns of input
- Application usage: Time spent in work-related vs. non-work applications
- Screen changes: How often the display content changes
- Task completion: Integration with ticketing systems to track work output
These metrics combine to create an overall activity score that indicates how engaged an agent is during their shift.
What Low Activity Really Means
Low activity scores can indicate several different situations:
1. Insufficient Workload The most common cause: agents simply don't have enough work assigned to them. This often happens when:
- Call/ticket volumes are lower than forecasted
- Work is unevenly distributed across teams
- Agents are waiting for approvals or information
- Training or onboarding leaves agents with limited responsibilities
2. Process Bottlenecks Agents may be blocked by:
- Slow systems or technical issues
- Waiting for supervisor approvals
- Dependencies on other teams
- Unclear procedures or missing information
3. Skill Mismatch Agents may lack the skills or access to handle available work:
- Not trained on certain product lines
- Missing system permissions
- Language limitations
- Certification requirements
4. Engagement Issues Sometimes low activity does indicate disengagement:
- Burnout from previous overwork
- Personal issues affecting focus
- Job dissatisfaction
- Lack of motivation
The Business Impact of Underutilization
Underutilized agents represent significant costs:
- Direct labor costs: Paying for time that doesn't produce value
- Opportunity costs: Work that could be done isn't getting done
- Morale impact: Bored agents become disengaged agents
- Client perception: Clients expect efficient use of their outsourcing investment
Using HeroFocus to Optimize Workload
Real-Time Activity Dashboards Managers can see at a glance which agents have low activity scores, enabling immediate intervention:
- Reassign work from overloaded agents
- Route incoming tasks to available agents
- Identify training opportunities
Historical Analysis Longer-term patterns reveal systemic issues:
- Certain shifts consistently underutilized
- Specific teams with chronic low activity
- Seasonal variations in workload
Workload Balancing Recommendations HeroFocus can suggest optimal work distribution based on:
- Current activity levels across the team
- Agent skills and certifications
- Historical performance data
- Real-time queue status
Strategies for Addressing Low Activity
1. Cross-Training Train agents on multiple product lines or skills so they can be flexibly assigned:
- Reduces idle time during slow periods
- Provides variety that improves engagement
- Creates backup coverage for absences
2. Blended Roles Combine different types of work:
- Phone agents handle email during low call volume
- Chat agents assist with data entry between conversations
- Support agents contribute to knowledge base updates
3. Proactive Task Assignment Don't wait for agents to run out of work:
- Maintain a backlog of lower-priority tasks
- Assign project work during slow periods
- Create quality improvement initiatives
4. Schedule Optimization Align staffing with actual demand:
- Reduce hours during predictably slow periods
- Offer voluntary time off when activity is low
- Adjust shift start times to match volume patterns
Communicating with Underutilized Agents
Low activity conversations should be constructive:
- Avoid blame: "I noticed your activity has been lower than usual" not "You're not working hard enough"
- Seek understanding: Ask about obstacles or challenges
- Offer solutions: Provide additional work, training, or support
- Follow up: Check whether interventions are effective
Conclusion
Low activity scores aren't always a performance problem — they're often a management opportunity. HeroFocus provides the visibility to identify underutilized agents and the data to optimize workload distribution. By ensuring every agent has meaningful work to do, BPO managers can improve efficiency, reduce costs, and build more engaged teams.