📘 What is FTE?

FTE (Full-Time Equivalent) tells you how many full-time agents are required to handle your daily workload.

Example: Two part-time employees (4 hours each) = 1 full-time equivalent (8 hours).

💡 Why is FTE Important?

• Helps plan accurate staffing
• Prevents understaffing
• Prevents overstaffing
• Improves scheduling
• Supports hiring & budgeting decisions

🧮 Example Case Study

• 1,000 calls/day
• 300 sec AHT
• 85% occupancy
• 25% shrinkage
• 8 hours/day

Step 1 — Total Workload

1,000 × 300 = 300,000 seconds

Step 2 — Productive Time

28,800 × 0.85 × 0.75 = 18,360 seconds

Step 3 — FTE Needed

300,000 ÷ 18,360 = 16.34 agents