Series: Historical shrinkage

How Genesys Cloud calculates historical shrinkage

Genesys Cloud calculates total logged hours for actual shrinkage as the sum of activity category durations and time-off durations. The following activity categories are excluded from the calculation unless the activity occurs within a scheduled shift:

Offline
Away
Idle

Total logged hours = All activity categories duration (Except offline or away or idle. These are included only if the activity lies within the shift) + time-off duration.

Shrinkage calculation by activity category

To view details on a particular activity category that are included in shrinkage, click the corresponding section.

Note: Genesys Cloud calculates shrinkage only for those activities for which Shrinkage Activity is selected in the activity code configuration. For more information, see Configure activity codes.

Activity Category - Break

Presence Status	Included in Shrinkage (Default)	Schedule Shrinkage	Actual Shrinkage
Break	Yes	Hours scheduled for the break activity category of all agents associated with the management unit or the team.	Actual hours recorded by all agents in the management unit or team for the break activity category.

Activity Category - Meal

Presence Status	Included in Shrinkage (Default)	Schedule Shrinkage	Actual Shrinkage
Meal	Yes	Hours scheduled for the meal activity category of all agents associated with the management unit or the team.	Actual hours recorded by all agents in the management unit or team for the meal activity category.

Activity Category - Meeting

Presence Status	Included in Shrinkage (Default)	Schedule Shrinkage	Actual Shrinkage
Meeting	Yes	Hours scheduled for the meeting activity category of all agents associated with the management unit or the team.	Actual hours recorded by all agents in the management unit or team for the meeting activity category.

Activity Category - Off Queue

Presence Status	Included in Shrinkage (Default)	Schedule Shrinkage	Actual Shrinkage
Available Busy	Yes	Hours scheduled for either of the off queue activity categories of all agents associated with the management unit or the team.	Actual hours recorded by all agents in the management unit or team for either of the activity categories.

Activity Category - Time Off

Presence Status	Included in Shrinkage (Default)	Schedule Shrinkage	Actual Shrinkage
Time-off	Yes	Hours scheduled for the time-off activity category of all agents associated with the management unit or the team. Note: For full day time-off, Genesys Cloud considers the length of the time-off request as shrinkage duration.	Actual hours recorded by all agents in the management unit or team for the time-off activity category. Notes: Actual shrinkage here includes scheduled time-off as well. Unavailable category presences are excluded if they are within the shift and time-off window.

Example:

If the schedule has a start and end time of 9.00 – 17:00 with:

Partial time-off activity – 6 hours (9:00 – 15:00)
On queue activity – 2 hours (15:00 – 17:00)

Then, the scheduled shrinkage is as follows:

Total schedule = 8 hours
Schedule shrinkage for time-off = 6 hours
Total schedule shrinkage = 8 hours

Note:

For partial time-off requests, offline presence is excluded when the presence is outside the shift hours and within the shift and time-off window.

If the agent presence in the shift is:

Offline 8.00–16.00
On queue 16.00–17.00

Then,

Actual Shrinkage for unavailable = offline within shift (and outside time-off window) = 1 hour.
Actual Shrinkage for time-off = 6 hours.
Total logged hours = time-off request time (6 hours) + on queue time (1 hour) + offline (1 hour) = 8 hours.
Total actual shrinkage (7 hours) = unavailable shrinkage (1 hour) + time-off shrinkage (6 hours).
All other presences are included in the actual shrinkage calculation.

If the agent presence is available from 8:00 to 16:00 and remains on queue from 16:00 to 17:00 then,

Total logged hours = Available time + time-off request time + on queue time.
- 15 hours = 8 hours + 6 hours + 1 hour.
Total actual shrinkage = Available shrinkage + time-off shrinkage.
- 14 hours = 8 hours + 6 hours.

Note: When a full-day time-off request is submitted, Genesys Cloud excludes offline presence that occurs outside the scheduled shift, but it does not reduce the total duration of the time-off request.

Activity Category - Training

Presence Status	Included in Shrinkage (Default)	Schedule Shrinkage	Actual Shrinkage
Training	Yes	Hours scheduled for training activity category of all agents associated with the management unit or the team.	Actual hours recorded by all agents in the management unit or team for the training category.

Activity Category - Unavailable

Presence Status	Included in Shrinkage (Default)	Schedule Shrinkage	Actual Shrinkage
One of the following statuses: Away Idle Offline	Yes	Hours scheduled for either unavailable activity category of all agents associated with the management unit or the team.	Actual hours recorded by all agents in the management unit or team for either of the unavailable categories. Notes: Genesys Cloud excludes agent presence if the activity category is outside the shift hours. Unavailable category presences are excluded if they are within the shift and time-off window. This applies for partial time-off requests as well.

Notes:

Paid or unpaid hours are determined from the activity code configuration. For more information, see Configure activity codes.
- If an agent modifies the Paid/Unpaid toggle for an activity code when they create or update their work plan or from the Schedule view, Genesys Cloud does not consider the modification and the same displays as a discrepancy in the Paid/Unpaid Shrinkage field.