Most of the time, your agents have actual working times in the interface that vary from one agent to another. This makes comparing performance between agents more complex because the volume of production depends on the time they spend in the tool.
The full-time equivalent mode is available in certain reports, including the Messages activity and Cases activity reports, to allow you to compare the performance of agents who work different amounts of time. You can turn this mode on or off by selecting On or Off from the FTE control. The default is Off. The system calculates the presence time of agents to extrapolate agent performance on the basis of an FTE. The calculation is based on presence time.
Enabling FTE in these reports allows you to see agent performance on an equal footing (by default, based on a seven-hour work day). For example, if an agent works for one hour during which they close 10 cases, the extrapolation in FTE mode will be 70 closures. If their colleague closes 30 cases in 3.5 hours, then the extrapolation in FTE mode will be 60 closures.
Let’s review the different Activity tracking reports that you can use.