Cisco Systems ICM Software Version 4.5 Manuale Utente Pagina 192

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192 Template Reference
FTE number of agents. The FTE value for the number of logged on
agents for the enterprise skill group. FTE (full-time equivalent) is
the number of full-time agents that would be required during a
period to perform the work done in that period. To calculate the
FTE, divide the number of seconds of work performed by the
number of seconds in the period. In this case, the work performed is
the time agents spent logged on.
See also:
For information on how FTE values are calculated, see
“entskg04_status_grid_to5,” earlier in this chapter.
Example
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