@Garrett Gardner, 1) did you compare the values from the Schedule Summary or intervals from the Schedule and Forecast extract? Slight discrepancy might be caused by the fact that Genesys makes forecast with one additional day (if you setup 1 week forecast, you will get Monday-Monday); but agents are not scheduled for that additional day, so you will have forecast values, but 0% shrinkage added for that day.
2) Do you have all agents added to workplan before you create a schedule with forecast or you later add some agents manually?
Below extract from account with 25% shrinkage setup. Works fine for each interval.
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Krzysztof Zatorski
Capgemini Poland
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Original Message:
Sent: 02-27-2024 11:33
From: Garrett Gardner
Subject: WFM - Shrinkage in forecast
Shrink adjusted on queue never seems to match the advanced shrink setting percentage entered into the management unit settings. Say total forecast on queue needed is 1000 and advanced shrink is set to 10 percent for all intervals, wouldn't the Shink adjust forecasted on queue equal 1100? We are ending up with 1072 total shrinkage adjusted forecast on queue hours needed which is not10 percent.
Same underlaying question - How Total shrinkage adjusted forecast on queue hours needed is being calculated.
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Garrett Gardner
Meijer Great Lakes Limited Partnership
Original Message:
Sent: 02-27-2024 09:48
From: Krzysztof Zatorski
Subject: WFM - Shrinkage in forecast
@Garrett Gardner No, but currently shrinkage on my schedules is very close to the Advanced Shrinkage setup, so I am not digging any further. I was advised that someone will answer this question, but no replay so far.
Shrinkage setup was working fine before and now you're having an issues?
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Krzysztof Zatorski
Capgemini Poland
Original Message:
Sent: 02-26-2024 09:58
From: Garrett Gardner
Subject: WFM - Shrinkage in forecast
@Krzysztof Zatorski Did you even find an answer to this? I'm also running into the exact same issue.
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Garrett Gardner
Meijer Great Lakes Limited Partnership
Original Message:
Sent: 01-19-2024 09:52
From: Krzysztof Zatorski
Subject: WFM - Shrinkage in forecast
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.
#ArchitectureandDesign
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Krzysztof Zatorski
Capgemini Poland
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