Understanding FTE Calculations in Zendesk WFM
What is the role of FTE calculations in Zendesk WFM?
FTE calculations in Zendesk WFM determine staffing needs. They show how many staff members are required to handle the estimated workload based on the forecasted inbound volume.
The FTE count forecast uses a modified version of Erlang C, allowing you to input your own shrinkage percentage and service level goals. This helps in planning the exact number of agents needed to meet your operational targets efficiently.
More related questions
How does Zendesk WFM forecast inbound volume?
Zendesk WFM uses historical data to forecast inbound volume. It leverages the Prophet Forecasting Algorithm to create estimates for up to a year in the future based on specified workstreams. This helps in planning and managing expected inbound…
How can I access the Forecast page in Zendesk WFM?
To access the Forecast page in Zendesk WFM, click the forecast icon on the top navigation bar of your Zendesk WFM web application. Ensure you have the necessary permissions. You must be a WFM admin or have the appropriate permissions to access the…
How can I use Zendesk WFM forecasts for scheduling?
Zendesk WFM forecasts help in scheduling by visualizing and managing expected inbound volumes. You can adjust forecasts for unique events and configure staffing targets. By setting parameters like Occupancy, Average Handle Time, and Shrinkage, the…
Can I export Zendesk WFM forecasts?
Yes, you can export Zendesk WFM forecasts. The forecasts for both volume and FTE can be exported to CSV files. This feature allows you to analyze the data externally or share it with other stakeholders in your organization. Exporting forecasts can…
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