Managing Your Roster
The Roster tab holds your actual agent list — the people who make up your team. Turnella uses it to calculate your contracted FTE and compare it against the schedule, flagging over-scheduling or under-utilisation.
Adding Agents
Click Add agent on the Roster tab. Fill in:
| Field | Required? | Notes |
|---|---|---|
| Name | Yes | Agent's full name |
| Role | No | Match the role names you set in Cost Model for pay-rate linking |
| Contracted hours/week | Yes | Their actual contracted hours: 40 for full-time, 20 for half-time, etc. |
| Days available | No | Which days they can work. Defaults to all 7 days. |
| Skills | No | Comma-separated skill tags (e.g., Spanish, Complex billing) |
| Notes | No | Shift preferences, accommodations, start date, etc. |
Contracted Hours and FTE Calculation
Turnella converts contracted hours to FTE using a 40-hour full-time standard:
FTE = Contracted hours per week ÷ 40
| Contract type | Contracted hours | FTE value |
|---|---|---|
| Full-time | 40 hours | 1.00 FTE |
| 4-day week | 32 hours | 0.80 FTE |
| Part-time (20h) | 20 hours | 0.50 FTE |
| Part-time (16h) | 16 hours | 0.40 FTE |
The roster FTE is the sum of all active agents' FTE values. This is compared to your scheduled FTE on the Cost tab and shown in the dashboard summary.
Add EVERY part-time agent individually with their actual contracted hours. A common mistake is to count part-timers as full FTE because they are a "headcount" — this inflates your apparent FTE and makes schedule coverage look better than it is.
Scheduled vs Contracted FTE
The Roster tab header shows three numbers:
- Contracted FTE — total FTE from all active roster entries
- Scheduled FTE — FTE deployed in the current schedule plan
- Variance — the difference
Healthy state: scheduled FTE is within 5–10% of contracted FTE. Scheduled significantly higher than contracted means you are relying on unplanned overtime. Scheduled significantly lower means agents are under-utilised relative to their contract.
Skills Matrix
If you tag agents with skills, Turnella displays a matrix showing which agents have which skills and the count of agents available for each skill. Use this for:
- Checking whether you have enough Spanish-speaking agents to cover a specialist queue
- Identifying single points of failure (only one agent with a critical skill)
- Planning skill development — identifying which skills to build in the team
Importing a Roster via CSV
To add multiple agents at once, prepare a CSV file with these columns:
| Column name | Required? | Example |
|---|---|---|
| name | Yes | Joana Costa |
| role | No | Agent |
| contracted_hours | Yes | 37.5 |
| days_available | No | 1,2,3,4,5 (Mon–Fri) |
| skills | No | Spanish,Complex billing |
Click Import roster CSV on the Roster tab, select your file, and review the preview before confirming.
Archiving and Removing Agents
When an agent leaves, click Archive on their record. Archived agents are hidden from the active roster but their data is preserved — this keeps your FTE history accurate for records and reporting.
If you need to remove an agent entirely, click Delete. This is permanent and removes all associated data. Only use this for records entered in error.