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.
But there is an easy way to approximate agent utilization without going to so much trouble: Letâs say, for example, that the agents in a particular service desk handle an average of 500 contacts. per month at an average handle time of ten minutes per contact.