How Zendesk Calculates FTE Counts in Forecasts
Discover the method behind FTE count calculations in Zendesk forecasts. Learn how ticket forecasts and intervals impact the results.
How are FTE counts calculated in Zendesk forecasts?
FTE counts in Zendesk forecasts are calculated based on forecasted incoming tickets. The count is initially tallied in 15-minute increments for the daily view. For larger intervals like weekly or monthly views, the FTE count is derived from the maximum value of the smaller intervals. This method ensures that the most demanding period within the interval is represented in the larger view.
More related questions
Why do FTE counts differ in various forecast views in Zendesk?
FTE counts can differ across forecast views due to the way they are calculated. The FTE count is based on forecasted incoming tickets and is tallied in 15-minute increments for the daily view. Other views, like weekly or monthly, are calculated…
What causes discrepancies in FTE counts between daily and monthly views?
Discrepancies in FTE counts between daily and monthly views occur because the monthly view uses the maximum FTE value from the daily intervals. For example, if a day has varying FTE counts, the monthly view will reflect the highest count from that…
Why does the monthly FTE count show the maximum daily value?
The monthly FTE count shows the maximum daily value to represent the peak staffing requirement for that period. This method ensures that the most resource-intensive time is accounted for in the larger view, providing a more accurate picture of…
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