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.
Capacity utilization is a percentage measure or KPI which indicates the amount of available capacity that is being used to supply current demand. It is a good indicator of business and market conditions as when times are good most plants are able to run at close to 70-80% capacity utilization and in some cases all the way up to 100%.