Workforce Engagement Management

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  • 1.  Shrinkage

    Posted 07-30-2025 12:16

    Hi all,

    We're currently seeing discrepancies in Genesys where shrinkage is being calculated incorrectly, and some Advisors are showing as off-queue despite being on-queue.

    We've escalated this to our partner, who confirmed that Genesys is treating this as a priority. However, we've been advised the fix may take 1–2 weeks to implement.

    Has anyone else noticed similar issues on their side?

    Thanks,
    Haji


    #Workforce Management
    #ScheduleManagement
    #Intraday,Shrinkage,Adherence

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    Imran Haji
    Business Improvement Specialist
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  • 2.  RE: Shrinkage

    Posted 08-12-2025 13:11

    We have been seeing current day shrinkage not reflecting Time Off Activity Code shrinkage for several weeks now. We have opened an incident with our internal IT resources but have not heard about a support case being started yet. This is causing issues with understanding shrinkage on the day it is occurring, as it is occurring. 



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    James Starling
    Member Service Center Quality Assurance Manager
    Global Federal Credit Union
    j.starling@globalcu.org
    Anchorage, AK
    United States
    ------------------------------

    Original Message


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