Workforce Engagement Management

Two questions for the community:

1) Is there a way to pull the aggregated employee data that leads to my historical shrinkage calculation?

2) I'm curious if there's a way to break into groups?  I have some teams that work predominately offline (not interacting with customers) but my understanding is they're included in my aggregated shrinkage calculation - - which means their entire day is probably "shrinkage" by definition, right?  This leads back to my first question - - if I can see what's contributing I can make better staffing decisions.

Thank you in advance!

#Reporting/Analytics

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Michael Nahass
NA
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Hi Michael,

I am going to move this to the WEM Community as they will be better placed to answer your question

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Michael, 

for #1 you can click on the export button

to export the data table on the historical shrinkage page.

For #2, you have the option of viewing the historical data by Management Unit or Work Team. When you click on the name of the Management Unit or work Team at the top right, you can switch to the other option. The building icon represents Management Units, and the people icon represents Work Teams.

Full details can be found in the resource center article:

historical shrinkage overview

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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On the back-office work counting as shrink, if you deselect "shrinkage activity" from the activity code that will not record it as shrink.

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Shannon Hellner
WFM manager
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