Yes, you are correct, shrinkage is applied to your staffing. You have 100FTE with 25% shrinkage then you're left with 75 "productive" or "net" FTE. Which is what we're showing you in the Planned FTE and Net FTE (the amount staffed before shrinkage is applied and the amount left after shrinkage is applied). If we calculated the Over/Under FTE using the Net FTE we would have to compare that to the Net Required, which would only be the FTE needed to meet your service goal assuming your agents are 100% productive with zero shrinkage. Because we know how much shrinkage you are planning for, we can then tell you how much FTE is needed to account for that shrinkage. Same example here, you need 75FTE but because you are planning for 25% shrinkage you then need to staff 100 FTE so that you can net 75 FTE.
I hope that helps.
Original Message:
Sent: 09-09-2025 05:03
From: Mike Morris
Subject: Planned FTE or NET FTE
Hi @Belinda Herrera,
The problem we have is that the shrinkage is being applied to the required FTE calculation here and not the planned FTE, the planned FTE should be replaced with the net FTE as shrinkage should adjust your staffing and not your workload requirement and shrinkage is only applied to the Genesys Clouds "Net FTE value" and "Required FTE". In reality it can work either way but you come to two very different figures. I am not sure why, but I was always taught that your shrinkage is applied to your staffing figure and not to your workload.
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Mike Morris
Product Manager - BCD
Original Message:
Sent: 09-08-2025 16:07
From: Belinda Herrera
Subject: Planned FTE or NET FTE
Hello @Mike Morris,
The Required FTE is reflecting the total amount of FTE needed for that week to meet your performance goal. It takes into account how much shrinkage you are planning for and includes that in the number. For example, based on the Volume and AHT you are forecasting, you may need to staff 75FTE. However, that's not taking into account any shrinkage. We know that not all 75 will be handling interactions 100% of the time, so we add shrinkage to that value and increase it to reflect the shrinkage. This is why the Planned FTE also includes shrinkage, to ensure we are comparing Required with Shrinkage to Planned FTE with Shrinkage. The Net FTE number is there to provide users with the total number of "productive" FTE they have each week after the Planned FTE has been shrunk by the off queue time. I hope that helps to clarify the definition of the metrics.
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Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 09-08-2025 12:29
From: Mike Morris
Subject: Planned FTE or NET FTE
After further testing, it appears when you adjust the shrinkage figure it uses this to adjust your "Required FTE" which then adjusts your over's and unders. I am not sure then what is the purpose of applying shrinkage in the Staffing Inputs screen to give you a "Net FTE" if it is not then applying that to the overall view. It appears to me that if this is what is meant to happen, that NET FTE is a redundant figure?
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Mike Morris
Product Manager - BCD
Original Message:
Sent: 09-05-2025 07:18
From: Mike Morris
Subject: Planned FTE or NET FTE
Hi all,
In the staffing summary section of the Capacity plan for example in week commencing 20th September it says that I required 52.2 FTE and that my planned FTE is 37.2 FTE and therefore my over/under FTE figure is -15 FTE. However the planned FTE is before it takes off the shrinkage as my planned FTE with shrinkage is 25.3 FTE (NET FTE) and I feel that the planned FTE figure for a cap plan should be inclusive of the shrinkage as our assumption is they will be off. Should the system not be comparing Required vs. Net as Required according to Genesys documenation includes shrinkage.
"Required FTE: Indicates the FTE required for the week to meet the service performance goal, including shrinkage"
The planned FTE does include Attrtion is seems as its reducing my planned FTE by 0.2 FTE for that week it seems to assume that my over/unders is with all my staff around each week.
I thought it should take your starting FTE, minus any attrition, add any new hires (that looks to work) but then also take off your shrinkage (which it seems to not be doing). As you want to know how you look assuming people will also be out and not what we would look like with everyone in work.
#CapacityPlanning
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Mike Morris
Product Manager - BCD
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