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  • 1.  WFM - Shrinkage in forecast

    Posted 01-22-2024 09:30
    No replies, thread closed.

    Hi, I couldn't find anywhere how Total shrinkage adjusted forecast on queue hours needed is being calculated. As per example below, Total forecast on queue hours needed is 760,3 and Total shrinkage adjusted forecast on queue hours needed is 760,34 only. In Management Unit there is 15% Shrinkage setup. The difference between 760,34 and 760,3 is not 15%. Total shrinkage hours is 72, so that's not the answer either. Agent's Out-of-Adherence was around 20%, so again false lead. 

    How then is Shrinkage calculated? Thank you in advance for help.

    Shrinkage in schedule summary

    #Workforce Management

    ------------------------------
    Krzysztof Zatorski
    Capgemini Poland
    ------------------------------


  • 2.  RE: WFM - Shrinkage in forecast

    Posted 01-25-2024 04:53
    No replies, thread closed.

    Hi Krzysztof,

    Great questions on shrinkage - I am trying to source an answer for you.



    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 3.  RE: WFM - Shrinkage in forecast

    Posted 01-25-2024 10:55
    No replies, thread closed.

    Hey Krzysztof, 

    Thank you for submitting this question. Unfortunately, I do not have an answer for you, so I have engaged our engineering team, and they are investigating this. I'll let you know their progress and let you know when I have an answer. 



    ------------------------------
    Daniel Chapdelaine,
    Product Manager, WFM Forecasting
    Genesys - Employees
    ------------------------------



  • 4.  RE: WFM - Shrinkage in forecast

    Posted 01-31-2024 13:34
    No replies, thread closed.

    Hello Krzysztof, 

    The engineering team looked into the question and found that when there is no assignment on a planning group, the system returns 0% shrinkage. You would need to open a care ticket to confirm this is the case in your situation.

    I hope this helps!



    ------------------------------
    Daniel Chapdelaine,
    Product Manager, WFM Forecasting
    Genesys - Employees
    ------------------------------



  • 5.  RE: WFM - Shrinkage in forecast

    Posted 02-01-2024 04:58
    No replies, thread closed.

    Hello @Daniel Chapdelaine, thank you for the answer, but my question was rather about how the shrinkage is being calculated as per design in the Total Shrinkage adjusted forecast on queue hours needed metric? What is the script behind this?
    So it is not about my particular example (by the way - I have planning groups correct for this account; agents assignment within planning group is also correct, so not sure what assignment engineering team is referring to?), but the calculation method within the tool.
    Your help will be much appreciated.



    ------------------------------
    Krzysztof Zatorski
    Capgemini Poland
    ------------------------------

    Original Message


  • 6.  RE: WFM - Shrinkage in forecast

    Posted 02-01-2024 09:59
    No replies, thread closed.

    Hi Krzysztof, 

    Thanks for the additional details; I will see if I can find the formula behind the shrinkage and share it with you. 

    Take care,



    ------------------------------
    Daniel Chapdelaine,
    Senior Product Manager, WFM Forecasting
    Genesys - Employees
    ------------------------------

    Original Message


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