Glossary

Glossary

Actuals Observed historical demand or operating performance.

AHT Average Handling Time.

Available FTE Workforce expected to be available before productivity-ramp adjustment.

Baseline forecast Approved demand forecast before active transformation overlays.

Baseline requirement Requirement calculated before transformation effects.

Bias Direction of forecast error. Positive demand bias means actual demand was higher than forecast.

Budgeted FTE Financial FTE ceiling for a Department.

Contact Rate Forecast A forecast that predicts contact rate and applies it to a supplied future base, such as customer population or weighted sales.

Effective FTE Available FTE adjusted for productivity, including ramping.

FTE Full-Time Equivalent.

FTE gap Effective supply minus resolved requirement.

Occupancy The proportion of productive time assumed to be handling work.

Production The current agreed planning version.

Ramp profile Weekly productivity curve used as a person or cohort progresses to full effectiveness.

Resolved forecast Baseline forecast plus or minus active demand and contact-rate transformation effects.

Resolved requirement Staffing requirement after demand and requirement-side transformations.

Scenario Alternative planning view used to test assumptions without immediately changing Production.

Shrinkage Paid or available time not usable for productive demand handling.

Transformation Time-bound planned change to demand, contact rate or a requirement driver.

WAPE Weighted Absolute Percentage Error, used to summarise forecast accuracy.

Work Type Reusable definition of a category of work and its requirement method.