Full Time Equivalents (FTE)

Full Time Equivalent or FTE measures the contribution Item of work done by an employee that is connected to a single customer, or account captured by DPA. Contributions are used for analyzing and evaluating individual items of work for back-office efficiency and quality. of work of every employee on a work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..

FTE does not necessarily equal the number of employees who are working on a queue. Staffing measures how many people are working on a specified work queue. FTE measures how much work is being done on a specified work queue, based on the Erlang C formula.

Example: One employee = 2.0 FTE for two queues

An employee, Carol Smith, has the skills to handle two work queues.
Queue 1 and Queue 2 both have a service goal of 80% in 20 seconds and have equal priority.
Carol answers each call within the service goal on each work queue. Therefore, Carol has contributed the same amount of work as two skilled employees for the combined queue.
The FTE for the combined queue is 2.0.

For Queue 1, Carol contributes 1.0 FTE. For Queue 2, Carol contributes 1.0 FTE. Therefore, the total FTE for the combined queue is 2.0 FTE.

Example: One employee = 1.4 FTE for two queues

An employee, Joe Lane, has the skills to handle two work queues.
Queue 1 and Queue 2 both have a service goal of 80% in 20 seconds. Queue 1 has priority over Q2.
Joe answers some calls within 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.. Some calls Joe does not answer within the service goals. Therefore, Joe has contributed less work than two skilled employees for the combined queue.
The FTE for the combined queue is 1.4.

For Queue 1, Joe contributes 0.8 FTE. For Queue 2, Joe contributes 0.6 FTE. Therefore, the total FTE is 1.4 (0.8 + 0.6).