FAQ for Pre-FTS Utilization SummaryThis article highlights various parameters collected to understand Pre-FTS utilization of resources. These parameters help understand resource utilization accurately for a region. Below information is collected everyday right before FTS Handover time and entered in a Spreadsheet: No of active TSE: TSEs who are "IN-Service" as per WFM and taking cases/cstasks/change. Exclude TSE who is Out but gets reassigned a case. These are the cases which land up in general queue but dont need reassignment. They can stay with current TSEs. So technically, it doesn't count as legit utilization. Cases assigned: No. of cases assigned for the day Exclude cases reassigned back to TSEs who are Out. CSTASKs assigned: No. of CSTASKs assigned for the dayChanges assigned: No. of changes assigned for the dayP1 cases assigned (Case+CSTASK): P1s assigned for the day. Includes cstasks.Total Tasks: Case assigned + CSTASKs assigned + Changes assignedUtilization: (Total Tasks/active TSEs)ROTA Exhausted: When all the TSEs get one P1 each, its considered ROTA Exhausted. Please find below screenshot showcasing data for 2 dates as an example: All this data is collected by individual scheduled reports which are delivered by emails to the managers. Report for Cases assigned: https://support.servicenow.com/sys_report_template.do?jvar_report_id=8cf663229708fdd04638f6e11153af3a&jvar_selected_tab=myReports&jvar_list_order_by=modificationDate&jvar_list_sort_direction=desc&sysparm_reportquery=&jvar_search_created_by=&jvar_search_table=&jvar_search_report_sys_id=&jvar_report_home_query=#Report for CSTASKs assigned: https://support.servicenow.com/sys_report_template.do?jvar_report_id=69dd2e1f97ccf9144638f6e11153af57&jvar_selected_tab=myReports&jvar_list_order_by=modificationDate&jvar_list_sort_direction=desc&sysparm_reportquery=&jvar_search_created_by=&jvar_search_table=&jvar_search_report_sys_id=&jvar_report_home_query=Report for Changes assigned: https://support.servicenow.com/sys_report_template.do?jvar_report_id=5d85ab5d9724fd904638f6e11153af7c&jvar_selected_tab=myReports&jvar_list_order_by=modificationDate&jvar_list_sort_direction=desc&sysparm_reportquery=&jvar_search_created_by=&jvar_search_table=&jvar_search_report_sys_id=&jvar_report_home_query=Report for P1s assigned: https://support.servicenow.com/sys_report_template.do?jvar_report_id=6c20143c471c4e102c31b98a436d43e6&jvar_selected_tab=myReports&jvar_list_order_by=modificationDate&jvar_list_sort_direction=desc&sysparm_reportquery=&jvar_search_created_by=&jvar_search_table=&jvar_search_report_sys_id=&jvar_report_home_query= Related LinksGQMs can also use below KB to collect information about FTS Flow during handover. KB1648251 - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1648251