186 Template Reference
entskg04_status_grid_to5Description
This template generates a rolling five-minute grid that shows the
full-time equivalent (FTE) values for agents in the enterprise skill group.
FTE is the number of full-time agents that would be required during a
period to perform the work done in that period. To calculate the FTE,
divide the number of seconds of work performed by the number of
seconds in the period. For example, if agents spent a total of 1200
seconds handling calls during a five-minute (300-second) period, the
FTE for call handling would be as follows:
1200 person seconds / 300 seconds = 4 persons
This template uses cumulative, or rolling, five-minute data derived from
the real-time data to arrive at an FTE value. Data in the grid is
continuously updated. This template also provides the percentage of
agents who are currently in any of four call handling states. A total row
totals or averages the data for all the enterprise skill groups listed.
Database Table
Skill_Group_Real_Time
Data
Full-time equivalent (FTE) logged on. The FTE value for the time
agents are logged on to the enterprise skill group. (Logged on is not
an agent state, but a necessary pre-condition for being in any state.)
FTE idle. The FTE value for the time agents are idle (Not Ready) in the
enterprise skill group (that is, agents who are logged on, not
involved in a call or after-call work, and are not available to receive
a call).
FTE available. The FTE value for the time agents are in the Available
state (that is, not occupied with any call activity and ready to accept
calls).
FTE talking. The FTE value for the time agents are involved in a call
(inbound, outbound, or internal).
FTE in wrap-up. The FTE value for the time agents are involved in
after-call work.
FTE hold. The FTE value for the time agents spent on hold during the
current five-minute interval.