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  • 1.  Shrinkage

    Posted 05-09-2023 08:47
    No replies, thread closed.

    I'm looking for help understanding the Shrinkage percentages in Genesys.  If Total Scheduled Shrinkage is 13.01% and Actual Shrinkage Time is higher than the Scheduled Shrinkage Time, why/how is Actual Shrinkage percent 1.52%?  If you have 2107 minutes of logged in time/scheduled and 590 minutes of activity, that would be 28% shrinkage, no?    I'm not understanding how 1.52% represents anything helpful.  Percentage of presence time per state/total logged in/available time + time-off activity paid hours?  Thank you.


    #Workforce Management

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    Tim Horan
    Mapfre Tech SA
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  • 2.  RE: Shrinkage

    Posted 05-11-2023 11:06
    No replies, thread closed.
    With the example, Actual shrinkage should be calculated as 28% only. and the Calculation logic you have mentioned is also correct.
    Could you please provide some more information here, probably screenshots (with the tooltip text) from the UI? This would help us understand the issue better.
     
    I would also recommend reaching out to care, as we are not able to debug issues with customer data in the forums.
    Thanks


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    Vikas Srivastava
    Genesys - Employees
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