Idle

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Idle

Describing a project or asset that is not being used and therefore is not generating revenue. An idle asset usually has a maintenance cost associated with it. Companies therefore attempt not to have idle assets unless demand drops below a certain level.
References in periodicals archive ?
Knowlagent creates active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions.
Since the series launch, Knowlagent has also published a bylined article, "Three Myths Standing in the Way of Call Center Productivity," and a white paper, "Top Shrinkage 'Offenders.'" Both content pieces focus on defining shrinkage and feature best practices to shrink shrinkage by converting idle time into active wait time.
The other common caveat is, "What if an agent is taken off the phone to do active wait when the agent should be taking calls?" Knowlagent's technology is integrated with the ACD, and it is installed by the customer to never negatively impact customer service levels.
social learning, coaching, communications or training) during idle time, creating active wait. As a result, more labor hours are spent handling calls, and shrinkage activities occur in between handling calls.