I'm including occupancy in Forecasted FTE required, to account for a call centre environment in which its not realistic that an agent can handle calls back to back.
When calculating actual FTE required, historically the model has utilised actual occupancy in the calculation of FTE required. However I believe this inaccurately inflates the requirement.
However not accounting for occupancy in the requirement generates a misleading FTE number since the business would never run at 100% occupancy.
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