Workforce Engagement Management

 View Only
Discussion Thread View

  • 1.  Forecast with Shrinkage

    Posted 03-28-2023 13:46

    Hey All - 

    When viewing the schedule editor the display options include 

    • Show Forecast with Shrinkage
    • Show Explanations 

    How is the system calculating the shrinkage. Is it from the activity codes?

    What type of explanations can we expect to see when including this in the display options?

    Is there more documentation regarding this view.


    #Forecasting
    #Scheduling

    ------------------------------
    Melissa Callender
    Senior Operations Specialist
    Ontario Teachers' Pension Plan
    ------------------------------


  • 2.  RE: Forecast with Shrinkage

    Top 25 Contributor
    Posted 03-28-2023 17:13

    You can find more details here About workforce management - Genesys Cloud Resource Center (mypurecloud.com) under Scheduling for this view.

    My team doesn't use explanations (tied to agent notifying they'll be late I believe) but as far as shrinkage - you can find that under Configuration, Management Unit, then on the scheduling tab select Advanced Shrinkage. We override on the interval to get closer to an actual shrinkage based on historical data. 



    ------------------------------
    Shannon Hellner
    Paycor, Inc.
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources