Shrinkage Report
Updated
The Shrinkage Report compares scheduled time with actual time across activities and time off.
The Shrinkage Report belongs to the Workforce Management Report Group. Below are some of the scenarios where this report is beneficial:
Scheduled Shrinkage Tracking:
The report offers insights into the scheduled shrinkage periods for different activities, such as break times and planned training. Managers can track and ensure agents adhere to their scheduled breaks, maintaining a balance between productive work hours and non-work activities. This helps optimize workforce planning and resource allocation.
Exampe: A contact center manager aims to track scheduled shrinkage for activities such as breaks, lunch hours, and training sessions, comparing it with actual shrinkage to assess whether agents are following their planned schedules. This helps identify any discrepancies and improve adherence.
Actual Shrinkage Analysis: This report displays the actual shrinkage durations for each agent, derived from their live activity logs. This provides a clear view of how much time agents are spending on non-work activities compared to what was originally scheduled.
Example:A workforce manager wants to compare actual shrinkage with scheduled shrinkage to determine if agents are spending extra time on unaccounted activities, like personal calls or extended breaks. This helps identify any potential inefficiencies and ensure agents are staying on track with their schedules.
Metric and Dimension
The following are the Metrics and Dimensions available under the Shrinkage Report:
This concludes our comprehensive coverage of the Shrinkage Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary .