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.
Utilization rate. In business, the utilization rate is an important number for firms that charge their time to clients. It shows the billing efficiency of an individual or a firm. There are two methods to calculate the utilization rate. The first method calculates the number of billable hours divided by the number of hours recorded in a particular time period.