Workforce Engagement Management

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!

Hello @Alba L Van Cleave,

In Genesys Cloud WFM, activity code configuration is not versioned historically. This means that changes you make (such as whether an activity counts as shrinkage) are applied at the current configuration level, not preserved with effective dates.

So in your scenario, if you run a historical report today for January–June:

👉 Genesys Cloud will apply the current configuration, not the past one.
That means your "Case Work" activity will be treated as non-shrink for the entire period, including January–April, even though it was previously configured as shrinkage during those months.

Key takeaway

• Shrinkage reporting is not retroactive based on configuration history
• Reports reflect how the activity is defined today, not how it was defined at the time

Recommended approach

If you need accurate historical comparisons:

• Export or snapshot reports before making configuration changes
• Maintain external tracking if shrinkage definitions are expected to change over time

Hope this helps clarify!