Why do I see unequal Full-Time Equivalent (FTE) counts in different views of the forecast?

Question

Why do I see unequal Full-Time Equivalent (FTE) counts in different views of the forecast?

Answer

When you look at a forecast and change views, you may find values in your staffing parameters that don't seem to correlate.

For example, the FTE count on the weekly view may average five per hour, while the monthly view shows the number 11 for that particular day.

This happens because the forecast counts the number of incoming tickets and produces an FTE count. That count then tallies in 15-minute increments, as seen on the daily view. The remaining views calculate from the maximum value of the previous smaller interval: 15 minutes, then hour, then day, then week.

In this scenario, your weekly view could show FTE values for a few hours of 5, 11, 22, 15, 14, 10, and 3. If you switch to the monthly view, the FTE value for the same day will be 22, as that was the maximum value registered within that interval.

For more information, see this article: WFM forecast overview.