Billy Lee. General Washington, engraved by Valentine Green after John Trumbull, 1781. William (Billy) Lee, died in 1828, just a few years after his brother Frank. Billy Lee served as George Washingtonâs body servant throughout the Revolutionary War and was the only slave freed outright in Washingtonâs will.
Importance: Agent Utilization is the single most important indicator of Agent productivity. It measures the percentage of time that the average Agent is in âwork modeâ, and is independent of Contact Handle Time or call complexity.
Â§ Occupancy is the amount of time an agent spends either talking orin after call work from handling a customer call.Â§ Since agentscannot control their own occupancy this metric is a âbig pictureâ metric which provides a high level snap shot of how resources are being used.