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Real-Time and Historical Templates 237
8. Template Reference
perskg04_status_grid_to5
Description
This template generates a rolling five-minute grid that shows full-time
equivalent (FTE) values for agents in selected peripheral skill groups.
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 currently in any of four call handling states. A total row totals or
averages the data for all the peripheral skill groups listed.
Database Table
Skill_Group_Real_Time
Data
Full-time equivalent (FTE) logged on. The FTE number of currently
logged on agents in the peripheral skill group. Logged on is not an
agent state, but rather a necessary condition to being in any state.
FTE idle. The FTE number of currently idle agents in the peripheral
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.) Idle is also
called Not Ready.
FTE available. The FTE number of agents currently in the Available
state (that is, not occupied with any call activity and ready to accept
calls).
FTE talking. The FTE number of agents currently talking on a call
(inbound, outbound, or internal).
FTE in wrap-up. The FTE number of agents currently involved in
after-call work (that is, agents in the Work Ready or Work Not
Ready states).
FTE hold. The FTE value for the number of agents in the Hold state
during an interval. The Hold state is a state in which an agent has all
active calls on hold and is performing no other activity.
FTE reserved. The FTE value for the number of agents in the Reserved
state during an interval. The Reserved state is a state in which the