View FTE requirements for outbound scheduling

View FTE requirements, which show the number of dedicated employees that would need to be scheduled on individual or combined work queues to meet 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..

FTE requirement calculations incorporate the following data:

  • Forecasted Connect Rate

  • AHT

  • Right Party Connect Rate (if available)

  • Right Party Connect AHT (if available)

  • Forecasted lists

  • Service goals

  • Shrinkage

FTE requirements cannot be edited for outbound scheduling Optional licensed feature in WFM that involves making calls using a predictive dialer, or manually dialing a list of customers or prospects..

Before you begin

Set service goals for each outbound work queue

Procedure 

  1. Go to Forecasting and Scheduling. Under Goals, select FTE Requirements.

  2. From the left pane, select the outbound campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., scheduling period, and work queue.

  3. Select View.

  4. View the FTE Hours for the outbound queue.

  5. Note the following:

    • For campaigns that involve outbound work queues, FTE hours are shown as non-zero only for the start date of the list. (These hours are sometimes referred to as the list arrival time.)

    • The hours shown at the list arrival time are the total workload for that list. For example, to meet the specified service goals, the scheduling engine calculates that you need 30 FTE hours. Therefore, 30 FTE hours are displayed at hour 0 of the scheduling period.

What to do next 

Generate a schedule with outbound work queues

Related topics 

Full Time Equivalents (FTE)