Calculate and view resources information

You can calculate what your Full-Time Equivalents (FTEs), costs, and staffing levels would be based on the calculation of specific variables. Then, you can update your schedule to fit your requirements. (FTE measures the contribution Item of work done by an employee that is connected to a single customer, or account captured by DPA. Contributions are used for analyzing and evaluating individual items of work for back-office efficiency and quality. of work of every employee on a work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..)

The variables include:

• Number of shifts per week

• Average hours and paid hours per shift Work period in WFM that has a definite length.

• Average hours spent on responding to customer interactions

• Hourly wages

Example: Calculate resources information

For example, you currently have seven shifts per scheduling period in the schedule. You want to see how much it would cost you to increase the number of shifts to ten for each scheduling period. By changing the value of Shifts per scheduling period from 7 to 10, the values under Full-Time Equivalents and Costs change accordingly. You can play with this value until you get to the numbers that suit your requirements.

Before you begin 

Select campaign data for schedules

Procedure 

1. From the View menu, select Resources Information.

   By default, the Simulation details tab is selected.

2. To view how FTE, costs and staffing resources are impacted by different variables, under the Inputs section, enter values in the relevant fields.

   The values in the read-only fields are automatically updated, based on the values you enter in the Input fields.

3. Under Full-Time Equivalents, view the updated values of all FTEs, and all FTEs that are needed (according to the current forecast and defined service level Set percentage of interactions in WFM that are handled in a defined unit of time.).

4. Under Costs, view the updated total cost of all FTEs, and all FTEs that are needed (according to the current forecast and defined service level).

5. Select the General staffing tab.

6. View the updated staffing information on this tab.

7. To update the values for the variables, repeat step 2 as much as needed.

8. To close the Resources Information screen and return to the calendar, select Close.

Related topics 

Full Time Equivalents (FTE)

Simulation details

General staffing