Utilization metric measures what aspect of an analyst’s activities?

The utilization metric primarily measures the actual time spent handling customers by support analysts. This is important because it reflects the analyst's productivity and efficiency in addressing customer queries and issues. By focusing on the time directly engaged with customers, organizations can assess how effectively their analysts are using their available time to provide support.

When evaluating performance, it's essential for team leads to identify how much of an analyst's time is dedicated to customer interactions. This can help in managing workloads, optimizing processes, and providing targeted training or support where needed.

While the other options may relate to various aspects of an analyst's work, they do not capture the core essence of the utilization metric. For example, waiting on contacts or total log-in time offers insights into operational efficiency but does not specify how effectively analysts are engaging with customers during their active work periods. Similarly, average hold time per call provides information about customer experience but doesn't address the analyst's productive engagement directly with customers.