Why do I see unequal FTE counts in different views of the forecast?

Question

Why do I see unequal FTE counts in different views of the forecast?

Answer

Sometimes, when looking at the forecast, you will find values in the staffing parameters that don't seem to correlate when changing views.

For example, the FTE count on the week view may be an average of five per hour, and on the monthly view, it shows 11 on that particular day. This is because the FTE count calculation takes into account the number of forecasted incoming tickets and produces an FTE count result. That count will then be tallied in 15-minute increments as seen on the daily view, and the remaining views will be calculated from the maximum value of the previous smaller interval. It will follow the 15 minutes > Hour > Day > Week.

In the following scenario, we have a weekly view where the FTE values for a few hours will be 5, 11, 22, 15, 14, 10, and 3. If we switch to the monthly view, the FTE value displayed for the same day will be 22, as that was the maximum value registered within that interval.

For more information, see this article: Forecast overview.