Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Unplanned Shrinkage Zero when Consultant has Leave

    NEW MEMBER
    Posted 02-21-2024 22:23

    Hi

    Looking to understand why Historical shrinkage does not show any unplanned Shrinkage. Would like to be able to see he unplanned shrinkage for consultants taking sick and unplanned leave. Is there a setting or specific leave type that needs to be created to reflect unplanned shrinkage?

    Thanks,


    #Unsure/Other

    ------------------------------
    Sayth Renshaw
    The City of Newcastle
    ------------------------------


  • 2.  RE: Unplanned Shrinkage Zero when Consultant has Leave

    Posted 02-27-2024 22:19

    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.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Unplanned Shrinkage Zero when Consultant has Leave

    NEW MEMBER
    Posted 02-27-2024 23:34

    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 Renshaw
    The City of Newcastle
    ------------------------------



  • 4.  RE: Unplanned Shrinkage Zero when Consultant has Leave

    Posted 02-27-2024 23:52

    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.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Unplanned Shrinkage Zero when Consultant has Leave

    NEW MEMBER
    Posted 02-28-2024 20:20

    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?



    ------------------------------
    Sayth Renshaw
    The City of Newcastle
    ------------------------------



  • 6.  RE: Unplanned Shrinkage Zero when Consultant has Leave

    Posted 02-28-2024 21:59

    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. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 7.  RE: Unplanned Shrinkage Zero when Consultant has Leave

    NEW MEMBER
    Posted 02-29-2024 00:02

    lol I agree. But I'm new to Genesys had used Totalview previously. Where should I start looking to fix this?



    ------------------------------
    Sayth Renshaw
    The City of Newcastle
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources