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.
Generally, occupancy, also called utilization, is the percent of time agents are actively handling calls. It is calculated based on the time agents are on calls or in wrap-up divided by total time logged in -- or as an equation, (ACD time+wrap-up time)logged-in time. You can view occupancy across a day or in time intervals, such as each half hour. You can also view it for the team or for individuals. In calculating call volume capacity, you need to conduct Erlang modeling to consider random arrivals. Occupancy is one output of Erlang modeling. The inputs are call volume, handle time (talk and wrap), and target service level.