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  • 1.  Capacity Planning

    Posted 20 days ago

    Hello everyone,

    I need to configure capacity plans and staffing requirements for a client and I'm having trouble understanding how the FTE (full-time equivalent) calculation works.

    Has anyone configured this functionality before?


    #WFMConfiguration,BestPractices

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    Lilian Masselli
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  • 2.  RE: Capacity Planning

    Posted 19 days ago

    Hi @Lilian Masselli,

    Yes, this can be confusing at first. In short, FTE in WFM represents the total paid agent hours required divided by the effective working hours of one full‑time agent for the same period.

    When configuring capacity plans, the calculation typically considers:

    • Workload (forecasted volume + AHT → required staffed hours)
    • Shrinkage (breaks, training, absenteeism, meetings, PTO, etc.)
    • Contract or schedule definition (e.g. 40 hours/week)

    So, for example:

    • If you need 400 productive hours/week
    • And one full‑time agent provides 32–34 productive hours/week after shrinkage
      → you'll need around 12–13 FTE

    Best practice is to first validate:

    1. Shrinkage configuration
    2. Work plans / contracts
    3. That the FTE definition matches the client's real "full‑time" model

    Once those are aligned, the FTE numbers will make much more sense.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


  • 3.  RE: Capacity Planning

    Posted 19 days ago

    Hello Lilian, 

    The FTE (Full-Time Equivalent) calculation in Genesys Cloud capacity planning works through a structured formula that tracks multiple staffing factors:

    Core FTE Formula:
    Planned FTE = Starting FTE - Attrition FTE + New Hire FTE + Transfers FTE + ET/UT FTE

    Key Components:

    1. FTE Definition: You first define what constitutes full-time by setting the hours per week (e.g., 40 hours/week) in the FTE Definition field

    2. Starting FTE: The baseline FTE as of the first week of your capacity plan

    3. Weekly Attrition %: The base attrition rate (0-100%) that reduces your FTE, which can be modified week by week

    4. Weekly Shrinkage %: The base shrinkage rate (0-99%) applied to calculate productive capacity

    5. Net FTE Calculation: This represents your actual productive capacity after applying shrinkage:

      • Shrinkage FTE = Planned FTE × Shrinkage %
      • Net FTE = Planned FTE - Shrinkage FTE

    How It Works in Practice:

    • The system tracks staffing metrics at weekly and monthly levels
    • You can view Over/Under FTE metrics, which show: Planned FTE minus Required FTE
    • Required FTE is what's needed to meet your service performance goals
    • The calculation helps you identify staffing surpluses or shortages across planning groups.

    I hope this helps you.



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    Camila Meneghini
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    Original Message


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