Genesys Cloud - Main

Sayth,

Maybe I am just old school here, but how exactly does unplanned shrinkage apply to individual agents?  It seems that it is the adherence of the agents as a whole reflects in the shrinkage of the contact center.  I just don't see how you would even credit it to agents.  Can you explain a bit further?  Maybe something lost in translation between my old brain cells.  

Hi Robert

In regard to agents, I am referencing them calling in sick, being late for breaks etc. This should reflect as Unplanned Shrinkage in Genesys, shouldn't it?

Currently the issue is that the configuration of Genesys that I have inherited reports 0 unplanned shrinkage everyday regardless of adherence or personal leave exceptions added to the roster. Wanting to understand what I need to do to have Genesys report unplanned shrinkage.

Sayth,

Maybe I am just old school here, but how exactly does unplanned shrinkage apply to individual agents?  It seems that it is the adherence of the agents as a whole reflects in the shrinkage of the contact center.  I just don't see how you would even credit it to agents.  Can you explain a bit further?  Maybe something lost in translation between my old brain cells.  

While those factors affect shrinkage, that is not a stat of the agent but the management unit on the whole.  I think what you may be asking for is the exception report by agent in the Historical Adherence view.  You can also get it from the API using the Explanations endpoint.  

Hi Robert

In regard to agents, I am referencing them calling in sick, being late for breaks etc. This should reflect as Unplanned Shrinkage in Genesys, shouldn't it?

Currently the issue is that the configuration of Genesys that I have inherited reports 0 unplanned shrinkage everyday regardless of adherence or personal leave exceptions added to the roster. Wanting to understand what I need to do to have Genesys report unplanned shrinkage.

Sayth,

Maybe I am just old school here, but how exactly does unplanned shrinkage apply to individual agents?  It seems that it is the adherence of the agents as a whole reflects in the shrinkage of the contact center.  I just don't see how you would even credit it to agents.  Can you explain a bit further?  Maybe something lost in translation between my old brain cells.  

Thank you report. Its a valuable reply. I can't access the API yet thats in work to come. 

For completeness why would Genesys show unplanned shrinkage as always 0. Is this a configuration issue? If yes would you have any pointers or docs on what I would need to do?

While those factors affect shrinkage, that is not a stat of the agent but the management unit on the whole.  I think what you may be asking for is the exception report by agent in the Historical Adherence view.  You can also get it from the API using the Explanations endpoint.  

Hi Robert

In regard to agents, I am referencing them calling in sick, being late for breaks etc. This should reflect as Unplanned Shrinkage in Genesys, shouldn't it?

Currently the issue is that the configuration of Genesys that I have inherited reports 0 unplanned shrinkage everyday regardless of adherence or personal leave exceptions added to the roster. Wanting to understand what I need to do to have Genesys report unplanned shrinkage.

Sayth,

Maybe I am just old school here, but how exactly does unplanned shrinkage apply to individual agents?  It seems that it is the adherence of the agents as a whole reflects in the shrinkage of the contact center.  I just don't see how you would even credit it to agents.  Can you explain a bit further?  Maybe something lost in translation between my old brain cells.  

Yes, for sure there is a configuration issue.  I have never seen and entire contact center follow their schedules exactly to the minute each and every day. 

Thank you report. Its a valuable reply. I can't access the API yet thats in work to come. 

For completeness why would Genesys show unplanned shrinkage as always 0. Is this a configuration issue? If yes would you have any pointers or docs on what I would need to do?

While those factors affect shrinkage, that is not a stat of the agent but the management unit on the whole.  I think what you may be asking for is the exception report by agent in the Historical Adherence view.  You can also get it from the API using the Explanations endpoint.  

Hi Robert

In regard to agents, I am referencing them calling in sick, being late for breaks etc. This should reflect as Unplanned Shrinkage in Genesys, shouldn't it?

Currently the issue is that the configuration of Genesys that I have inherited reports 0 unplanned shrinkage everyday regardless of adherence or personal leave exceptions added to the roster. Wanting to understand what I need to do to have Genesys report unplanned shrinkage.

Sayth,

Maybe I am just old school here, but how exactly does unplanned shrinkage apply to individual agents?  It seems that it is the adherence of the agents as a whole reflects in the shrinkage of the contact center.  I just don't see how you would even credit it to agents.  Can you explain a bit further?  Maybe something lost in translation between my old brain cells.