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.
All rights reserved. 2. The best measure of labor productivity is agent utilization. Because agent salaries and benefits. represent more than half of all service desk costs, if agent utilization is high, the cost per contact. will be correspondingly low. Conversely, when agent utilization is low, agent costs, and hence cost. per contact, will be high. This is illustrated in Figure 2.