Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on May 18, 2010, 03:37:52 PM

Title: WFM FTE Interpretation
Post by: PFCCWA on May 18, 2010, 03:37:52 PM

Hello,

For any WFM users, I want to know how the calculated figure within the forecast is based on?

The documenatation relates it to number of Full Time Equivalent (FTE), however does not explain how FTE is worked out.

As an assumption we are basing 1 FTE on 1 agent working 7 hours per day.

Thanks,

WA

Title: Re: WFM FTE Interpretation
Post by: Steve on May 18, 2010, 04:10:15 PM

When you create your staffing forecast you say how many hours in a day. This sets what an FTE equals.