Workforce Engagement Management

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.

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.

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.

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!

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.

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.

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!

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.