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.
Term Definition. Utilization rate is the percentage of time a person spends doing billable work. The utilization rate is not the billing rate. Billable hours are the number of working hours you can charge to your client, while the utilization rate is the percentage of total working hours that can be billed.