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.

Total scheduled and actual shrinkage is calculated based on the following parameters:

• Total scheduled shrinkage as the:
  • Number of hours scheduled for all activities categorized under shrinkage.
  • Percentage of total scheduled activity category/total scheduled time.
• Shrinkage per category as the:
  • Number of hours scheduled for each activity category categorized as shrinkage.
  • Percentage of time schedule for an activity category/total scheduled time.
• Total actual shrinkage as the:
  • Number of hours recorded for all presence states categorized as shrinkage + time-off activity paid hours.
  • Percentage of total presence time categorized as shrinkage/Total logged hours + time-off activity paid hours.
• Total shrinkage per category:
  • Number of hours recorded for each presence state categorized as shrinkage + time-off activity paid hours.
  • Percentage of presence time per state/total logged hours/available time + time-off activity paid hours.
• Shrinkage data related to historical adherence may change to some extent when agents are moved between management units or between business units.