Hello,
I'm looking to confirm how historical shrinkage is calculated in Genesys when activity code settings change.
Scenario:
- An activity (e.g., "Case Work") was set to count as shrinkage from January through April
- In May, the activity was updated to no longer count as shrinkage
If I run a historical report today for January–June:
Will Genesys Cloud:
- Reflect the original configuration (shrink Jan–Apr, non-shrink May onward),
or
- Apply the current configuration and treat the activity as non-shrink for the entire time period?
Thank you!
#WEM-Quality,WFM,Gamification,etc------------------------------
Alba L Van Cleave
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