Series: Historical shrinkage

To open and view historical shrinkage view for a management unit, perform the following steps:

  1. Click Admin.
  2. Under Workforce Management, click Historical Shrinkage.
  3. From the Management Unit/Select team list in the upper right corner, click the Select Business/Management Unit Business/Management unit iconicon.
  4. From the list, select the Management Unit.
  5. From the Select Time zone list, select the time zone.

The data for the selected management unit is displayed.

To open and view the historical shrinkage view for a work team, perform the following steps:

  1. Click Admin.
  2. Under Workforce Management, click Historical Shrinkage.
  3. From the Management Unit/Select team list in the upper right corner, click the Select Team Select teams icon.
  4. Select the required team from the list.

The data for the selected work team is displayed.

Note: The agents in this cluster don’t have to belong to the same management unit. As a supervisor, you can use this option to oversee just the agents assigned to you instead of viewing the entire group of agents.

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