FTE Differential statistic

Full Time Equivalent or FTE measures how much work is being done on a specified work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time.. The FTE Differential statistic displays the difference between the Forecasted FTE and Required FTE values for each time interval on the Calendar. The FTE Differential allows you to determine how well the current schedule covers forecasted requirements.

How are the Forecasted FTE and Required FTE values calculated?

The Forecasted FTE value is automatically calculated when you generate the schedule or select Recalculate Statistics. The application determines the Forecasted FTE based on the forecasted staffing, FTE, service level Set percentage of interactions in WFM that are handled in a defined unit of time., employee skills, and employee proficiencies of the draft schedule.

The Required FTE value can be manually entered in the Goals & Requirements module. More commonly, however, the system automatically computes this value. This calculation is based on the Volume and AHT forecast values in the Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). module, and the service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. in the Goals & Requirements module.

The system calculates how many calls are expected to arrive, the average length per call, and the desired service level. (The service level is based on the percentage of calls needed to be answered within some seconds.) Then, the system can calculate how many FTEs need to be scheduled. When you generate the schedule, the system attempts to schedule employees accordingly to meet those requirements.

Analyzing the FTE Differential statistic

There are two important visual indications to help you understand the FTE Differential statistic on the calendar:

Value in the cell for each time interval: This value is the FTE Differential (Forecasted FTE -- Required FTE), and can be positive or negative. This value provides the size of the gap between the Forecasted FTE vs. Required FTE. It allows you to understand how well the current schedule covers forecasted requirements.
Color-coded line underneath the value: The color-coded line represents the defined tolerance threshold for the gap between the Forecasted FTE value and the Required FTE value. There are four colors that represent whether this value is above, within, below, or far below a defined tolerance threshold. This visualization highlights periods with significant under-staffing or over-staffing. It allows you to monitor and adjust staffing levels, as required. Configurable parameters define the tolerance thresholds and the colors that represent them.