From Time Tracking to Smarter Staffing: How We Measure Virtual Employees Performance
How Insightful Supports Smarter Staffing Decisions
Visibility is one of the core challenges in managing remote teams.
Not visibility into effort, but visibility into structure. How time is allocated. How workloads are balanced. Whether scheduled hours align with assigned responsibilities.
Insightful has been part of Virtual Intelligence’s operations since the beginning. What has evolved is not the tool itself, but how accurately its data is interpreted and applied.
With ongoing support from our tech team, Virtual Intelligence has refined how utilization data is analyzed, how it is validated against End of Day Completed reports, and how it connects to internal training pathways. This approach allows agencies to understand not just how time is tracked, but how time translates into real output and long term capability.
The objective is clarity, consistency, and better decision making.
What Is Insightful?
Insightful is the workforce analytics platform used by Virtual Intelligence to track Virtual Employee’s (VE) activity throughout the workday.
Once a VE logs in, the system automatically records:
- Working hours
- Productive time
- Unproductive time
- Break time
- Idle time
- Neutral time
These data points create an objective foundation for understanding how each workday is structured.
What Is Utilization?
Utilization is a percentage score that reflects how much of a VE’s scheduled working time is accounted for.
It does not measure effort or intensity. Utilization focuses on workload alignment. It helps determine whether assigned tasks and scheduled hours are properly matched.
This makes utilization a planning and optimization tool.
How Utilization Is Calculated
Utilization is calculated by dividing total accounted time by total working hours.
Accounted time includes productive, unproductive, break, idle, and neutral time. By considering the full workday, utilization provides a complete view of capacity and structure.
Understanding Activity Types
Each activity category adds context to utilization scores:
• Productive time includes carrier systems, agency tools, and approved educational resources
• Unproductive time includes non work related activity
• Neutral time includes tools not yet classified, such as music streaming during non call tasks
• Idle time is recorded after ten minutes of no detected activity
These categories allow utilization data to be interpreted with accuracy rather than assumptions.
How Agencies Use Utilization Data
Utilization reports can be reviewed daily, weekly, or monthly to help agencies:
- Identify underutilization or workload strain
- Confirm whether task volume fits assigned hours
- Detect misalignment between time and output
- Make informed staffing and planning decisions
When paired with End of Day Completed reports, utilization data becomes significantly more meaningful.
Utilization Rankings
Because VE roles vary by agency, utilization is evaluated based on assigned task scope rather than a single benchmark.
Virtual Intelligence uses the following utilization ranges:
- 40.00% and above: Over Achiever
- 30.00% to 39.99%: High Performer
- 20.00% to 29.99%: Steady Contributor
- 10.00% to 19.99%: Developing Performer
- 0.00% to 9.99%: Underutilized
These tiers help agencies assess whether workloads are balanced and sustainable.
Supporting Data: End of Day Completed Reports
End of Day Completed reports provide a daily summary of output, including tasks completed, calls handled, payments assisted, and quotes submitted.
By comparing these reports with Insightful data, agencies can validate utilization metrics and connect tracked time with actual results.
Using Utilization to Improve Structure
Utilization tracking is not about pressure or surveillance. It is a tool for identifying opportunities.
When underutilization appears, it highlights areas where additional training, process improvement, or task redistribution may be beneficial.
For VEs who are underutilized or looking to expand their skill set, Virtual Intelligence provides access to an internal Learning Management System that is under continuous development. This system allows VEs to deepen existing skills or learn new ones across multiple operational areas.
By aligning utilization data with training opportunities, agencies gain more adaptable support while VEs gain skills that can be directly applied within the agency environment.
A Clear Growth Path for Virtual Employees
Utilization data also supports long term growth.
Virtual Intelligence uses utilization insights to help define development paths for VEs who want to take on broader responsibilities or expand into new functional areas. Through our internal Learning Management System, VEs can proactively build capabilities beyond their initial role.
This creates a structured growth path where learning, performance, and workload remain aligned. Agencies benefit from increasingly capable team members, and VEs gain clarity on how they can grow within the organization.
Putting Visibility to Work
Utilization data is most valuable when it is accurate, contextual, and actionable. When time tracking, output reporting, and training pathways are viewed together, agencies gain a clearer understanding of how their teams operate and how they can improve.
If you are a current Virtual Intelligence client and would like to review your utilization and End of Day Completed reports in more detail, our team is available to walk through the data with you in a one on one session.
If you are exploring Virtual Employees and want to understand how this level of visibility supports smarter staffing decisions, we invite you to schedule a demo to see how our system works in practice.