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.
Measuring resource utilization helps managers minimize administrative work, is usually the easiest metric to measure, and is the easiest to act on. If a resource is on the bench and not billing her time, at least the company can have her work on valuable internal projects or sales efforts. Calculating utilization in a services company