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  • 1.  PureCloud FTE Calculation Help

    Posted 12-29-2019 18:47
    No replies, thread closed.
    Hello PureCloud

    Hope you are well.

    We are looking to do FTE forecasting for a new queue/management unit. We would like to input the number of Interactions and average handle time and PureCloud to calculate FTE including shrinkage, etc. This will help us understand how many agents are required to service the queue.

    Previously I found the FTE calculations from a published schedule > summary view. This was from a queue and management unit that had data previously.

    I created a new Management Unit and added Modifications
    • Offered: Set value over range per route group 
    • AHT: Set value per interval per route group

    With these modifications, it doesn't appear to be adding anything in the forecast grid, please could you help to check if this is correct and if it's possible on PureCloud?


    #Ask Me Anything (AMA)
    #PlatformAdministration
    #QualityManagement

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    Thanks and regards
    Samuel Polgar
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  • 2.  RE: PureCloud FTE Calculation Help

    Posted 12-30-2019 08:42
    No replies, thread closed.

    There is a value, but it is really small. Your modifications are 'set value over range per route group' and the value is 30 total interactions over 13h. You might have meant to select the 'set value per interval per route group' modification type which will set the value per 15m interval.

    We do not calculate FTE in the short-term forecast; that is done as part of load-based schedule generation which will use the latest version of the short-term forecast. The forecast row is set initially during generation and not updated unless you do a reschedule (at which time it will utilize the latest version of the short-term forecast).



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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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  • 3.  RE: PureCloud FTE Calculation Help

    Posted 12-30-2019 10:22
    No replies, thread closed.
    Jay are there plans to add the FTE requirement to forecast? That is the most important number we need. I don't care who is working I just need to know how many.

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    Greg Barrett
    Outdoor Network, LLC
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    Original Message


  • 4.  RE: PureCloud FTE Calculation Help

    Posted 12-30-2019 11:16
    No replies, thread closed.

    Internally this has been on my wishlist. To gauge interest for Product Management to evaluate/schedule, I just added the following item in ideas lab:
    https://purecloud.ideas.aha.io/ideas/CLWFO-I-314
    Ability to see predicted staffing requirement and predicted service performance information (e.g., service level, ASA, abandonment rate) in short-term forecast



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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
    ------------------------------

    Original Message


  • 5.  RE: PureCloud FTE Calculation Help

    Posted 12-31-2019 01:24
    No replies, thread closed.
    Hello Jay and Greg

    Thank you very much for your comments and input.

    In-fact, Greg's question is what I am trying to achieve. Thank you Greg and Jay, I have voted on the ideas lab.

    ------------------------------
    Thanks and regards
    Samuel Polgar
    CVT (Global) Pty Ltd
    ------------------------------

    Original Message


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