Workforce Engagement Management

Hi Community,

I'm looking for a way to calculate interval-level shrinkage within my contact center. Currently, Genesys offers Historical Shrinkage, but it only allows drill-down to a daily view, not to 15- or 30-minute intervals.

Shrinkage levels fluctuate throughout the day due to various factors. For example:

• At 8 AM, shrinkage may include PTO, sick time, and call-outs.
• By 12 PM, shrinkage increases due to scheduled breaks, meals, and other offline activities.

Having shrinkage visibility at the interval level would significantly improve schedule management and capacity planning. It would allow us to pinpoint intervals with the highest shrinkage and make more informed staffing decisions.

I'd love to know:

• Has anyone found a workaround or custom reporting solution for this?
• Is interval-level shrinkage something Genesys is considering for future development?

Thanks in advance for your insights and support!