Glossary
Full-time equivalent (FTE) is a workforce management metric that measures ratio of how many hours from a full-time week are scheduled for a certain employee.
Full-time equivalent (FTE) is important rate for use in call centers where different employees can have different duration of full-time week. For instance, for some of them it can be 40 hours, while for others – 32 or 36. Full-time equivalent ration allows to avoid confusion in such conditions as it hust shows what is the coefficient for a certain employee compared to full-time week. For instance, if a call center manager has 40 hours week, but has scheduled work shifts for 20 hours only, it has 0.5 FTE ration.
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