Enter a shrinkage factor

To take account of time that employees are not doing the work they were scheduled for, you can apply a shrinkage factor to your forecast. Shrinkage measures the time during which call agents are supposed to work but unavailable to take calls for some reason. These reasons include, team meetings, training Semantic Intelligence (Si) process in Speech Analytics in which the system implements machine learning-based methods to extract and surface ontology-related items found in a sampling of transcribed interactions., system downtime, holidays, breaks, and sickness. Shrinkage differs according to the type of business, time of the day and agent groups.

The shrinkage option is defined at the scheduling period level.

Procedure

Go to Forecasting and Scheduling. Under Forecasting, select Tactical Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT)..
From the filter pane on the left, select a Campaign, Scheduling period, and Queues.
Select Shrinkage on the ribbon.
On the Shrinkage popup, enter the values in the table.
Select Save.