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.
In its most simple form, utilization is a measure of time spent working. subset of time put on a timesheet. The denominator is all or a subset of hours that could have been worked. utilization) and the numerator (i.e., the baseline hours that someone could be utilized).