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Historical Shrinkage Reporting – Are Activity Code Changes Retroactive?

  • 1.  Historical Shrinkage Reporting – Are Activity Code Changes Retroactive?

    Posted 2 hours ago

    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

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    Alba L Van Cleave
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