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Glossary
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FTE Other
The FTE value for the number of agents in the Busy Other state. Busy Other is a state in which
agents in the skill group are busy in other skill groups (that is, in skill groups other than the one
presently being examined).
For example, an agent might be talking on an inbound call in one skill group while simultaneously
For example, an agent might be talking on an inbound call in one skill group while simultaneously
logged on to and ready to accept calls from other skill groups. The agent can be active (talking on
or handling tasks) in only one skill group at a time. Therefore, while active in one skill group, the
agent is considered by the other skill groups to be in the Busy Other state. FTE is the number of
full-time agents that would be required during an interval to perform the work done during that
interval.
FTE Reserved
The FTE value for the number of agents in the Reserved state during an interval. The Reserved
state is state in which the agent is awaiting an interflowed task and is unavailable to receive any
incoming tasks. This state applies to agents on Northern Telecom Meridian and Aspect CallCenter
ACDs only.
FTE Signed-on
The FTE value for the number of agents logged on to the system during an interval. Signed on is
a state in which agents are known to the system, but may or may not be ready to receive calls.
Signed-on is also called Logged On.
FTE Talking
The FTE value for the number of agents in the Talking In, Talking Out, and Talking Other states
during an interval.
FTE Wrap-up
The FTE value for the number of agents who are involved in after-call work during an interval.
After-call work includes post-call activities, such as completing paperwork or consulting with
associates.
Full-Time Equivalent (FTE)
The number of full-time agents that would be required during an interval to perform the work
done during that interval.
G
generic NIC
Reserved for Cisco internal testing.