Totals and Averages

This section includes the calculations for the plan totals and averages.

Total

The Total column displays the totals for the rows listed in the Total section of Plan Data. See Plan Calculations for MUs or Plan Calculations for CTs for interval calculations.

Single MU Calculations:

Sum = Sum for each interval (week or month) in the plan

FTEDaysInTheForecast = the sum of the MU FTE month length1 The MU FTE month length is 22 for all months except February, which is 20. For partial months, the plan prorates the FTE month length by the number of days in the month included in the forecast. The calculation for the partial FTE month length is: PartialFTEMonthLength = (NumberOfDaysInTheMonthInTheFcst / NumberOfDaysInTheMonth) x MUFTEMonthLength for each month in the forecast

• MUTotalFTEActual = Sum(DailyFTEActual) / FTEDaysInTheForecast

• MUTotalAbsAttrit = Sum(AbsAttrit)

• MUTotalFTENewHire = Sum(FTENewHire)

MU Plan Rollup Calculations:

Sum = Sum of the parameter totals for all MUs in the plan for each interval (week or month)

• MURollupTotalFTEReq = EntityTotalFTEActual (see Entity Calculations:)

• MURollupTotalFTEActual = Sum(MUTotalFTEActual)

• MURollupTotalFTEReqOU = MURollupTotalFTEActual - MURollupTotalFTEReq

• MURollupTotalAbsAttrit = Sum(MUTotalAbsAttrit)

• MURollupTotalFTENewHire = Sum(MUTotalFTENewHire)

Single CT Calculations:

Sum = Sum for each interval (day, week, or month) in the plan

FTEDaysInTheForecast = the sum of the FTE month length for each month in the forecast

• CTTotalContactsReceivedForecast = Sum(ContactsReceivedForecast)

• CTTotalContactsHandled (inbound workload CT) = Sum(ContactsHandled)

• CTTotalActualFTECapacity (inbound workload CT)= Sum(ActualFTECapacity)

• CTTotalFTEBase2 The CT values for the base FTE totals include BU efficiency for CTs in a BU, if the plan entity includes the BU. = Sum(DailyFTEBase) / FTEDaysInTheForecast

• CTTotalFTEReq = Sum(DailyFTEReq) / FTEDaysInTheForecast

• CTTotalFTEActual = Sum(DailyFTEActual) / FTEDaysInTheForecast

• CTTotalAbsAttrit = Sum(AbsAttrit)

• CTTotalFTEReqOU = CTTotalFTEActual - CTTotalFTEReq

• CTTotalFTENewHire = Sum(FTENewHire)

• CTTotalFTEReqCost = Sum(FTEReqCost)

• CTTotalFTEActualCost = Sum(FTEActualCost)

• CTTotalCostOU = Sum(CostOU)

Entity Calculations:

Sum = Sum for each CT in the plan

• EntityTotalContactsReceivedForecast = Sum(CTContactsReceivedForecastTotal)

• EntityTotalContactsHandled (inbound workload CT) = Sum(CTContactsHandledTotal)

• EntityTotalActualFTECapacity (inbound workload CT) = Sum(CTActualFTECapacityTotal)

• EntityTotalFTEBase3 The CT values for the base FTE totals include BU efficiency for CTs in a BU, if the plan entity includes the BU. = Sum(CTFTEBaseTotal)

• EntityTotalFTEReq = Sum(CTFTEReqTotal)

• EntityTotalFTEActual = Sum(CTFTEActualTotal)

• EntityTotalAbsAttrit = Sum(CTAbsAttritTotal)

• EntityTotalFTEReqOU = EntityTotalFTEActual - EntityTotalFTEReq

• EntityTotalFTENewHire = Sum(CTFTENewHireTotal)

• EntityTotalFTEReqCost = Sum(CTFTEReqCostTotal)

• EntityTotalFTEActualCost = Sum(CTFTEActualCostTotal)

• EntityTotalCostOU = Sum(CTCostOUTotal)

Average

The Average column displays the average for each row, using the same format as the values in the row. See Plan Calculations for MUs or Plan Calculations for CTs for interval calculations.

The average calculation does not include partial week or partial month values at the beginning or end of a plan. If an average calculation uses daily values, it does not include the days in the partial week or partial month.

Average Calculations for MU, Single CT, or Entity:

• AvgContactsReceivedForecast = Sum(IntervalContactsReceivedForecast) / NumberOfIntervalsWithValues

• AvgContactsHandled (inbound workload CT) = Sum(IntervalContactsHandled) / NumberOfIntervalsWithValues

• AvgActualFTECapacity (inbound workload CT) = Sum(IntervalActualFTECapacity) / NumberOfIntervalsWithValues

• AvgBacklog (inbound workload CT) = Sum(IntervalBacklog) / NumberOfIntervalsWithValues

• AvgAHTForecast (inbound, outbound, or mix CT entity) = Sum(IntervalAHTForecast x IntervalContactsReceivedForecast) / TotalIntervalContactsReceivedForecast

• AvgAHTForecast (inbound workload CT) = Sum(IntervalAHTForecast x IntervalContactsHandled) / TotalIntervalContactsHandled

• AvgMeanConcurrency (inbound, outbound, or mix CT entity) = Sum(IntervalCRForecast x IntervalAHTForecast) / Sum(IntervalCRForecast x (IntervalAHTForecast / IntervalMeanConcurrency))

• AvgMeanConcurrency (inbound workload CT) = Sum(IntervalContactsHandled x IntervalAHTForecast) / Sum(IntervalContactsHandled x (IntervalAHTForecast / IntervalMeanConcurrency))

• AvgSL% = Sum(IntervalSL% x IntervalCRForecast) / TotalIntervalCRForecast

• AvgSLTime: only displays if all service level time values are the same for the interval

• AvgASA = Sum(IntervalASA x IntervalCRForecast) / TotalIntervalCRForecast

• AvgOcc% (inbound, outbound, or mix CT entity) = Sum(IntervalOcc% x IntervalCRForecast) / TotalIntervalCRForecast

• AvgOcc% (inbound workload CT) = Sum(IntervalOcc% x IntervalContactsHandled) / TotalIntervalContactsHandled

• AvgFTEBase4 The CT values for the base FTE totals include BU efficiency for CTs in a BU, if the plan entity includes the BU. = Sum(IntervalFTEBase) / NumberOfIntervalsWithValues

• AvgShrink% = Sum(IntervalShrink% x IntervalFTEBase) / TotalIntervalFTEBase

  The average calculation for the shrinkage sub-categories is the same:

  AvgShrink%Sub = Sum(IntervalShrink%Sub x IntervalFTEBase) / TotalIntervalFTEBase

• AvgFTEReq = Sum(IntervalFTEReq) / NumberOfIntervalsWithValues

• AvgMSEff = Sum(IntervalMSEff x IntervalFTEBase) / TotalIntervalFTEBase

• AvgFTEActual = Sum(IntervalFTEActual) / NumberOfIntervalsWithValues

• AvgAttrit% = (Sum(IntervalAbsAttrit) / Sum(IntervalFTEActual)) x 100

• AvgAbsAttrit = Sum(IntervalAbsAttrit) / NumberOfIntervalsWithValues

• AvgFTENewHire = Sum(IntervalFTENewHire) / NumberOfIntervalsWithValues

• AvgProjectedSL% = Sum(IntervalProjectedSL% x IntervalCRForecast) / TotalIntervalCRForecast

• AvgProjectedASA = Sum(IntervalProjectedASA x IntervalCRForecast) / TotalIntervalCRForecast

• AvgProjectedOcc% = Sum(IntervalProjectedOcc% x IntervalFTEActual) / TotalIntervalFTEActual

• AvgFTEReqOU = Sum(|IntervalFTEReqOU|) / NumberOfIntervalsWithValues

  The sign for this average comes from the sum of the signed values.

• AvgHourlyRate = Sum(IntervalHourlyRate x IntervalFTEReq) / TotalIntervalFTEReq

• AvgFTEReqCost = Sum(IntervalFTEReqCost) / NumberOfIntervalsWithValues

• AvgFTEActCost = Sum(IntervalFTEActCost) / NumberOfIntervalsWithValues

• AvgCostOU = Sum(|IntervalCostOU|) / NumberOfIntervalsWithValues

  The sign for this average comes from the sum of the signed values.