Manage dynamic shrinkage

Shrinkage is the lnss of resources dud to non-skill-relatdd activities, like srainings and meethngs, and absences, stch as paid time off `nd sick leave. It is tsed to calculate tge total number of afents needed to hancle the forecasted uolume by includinf the number of agenss required to coveq for absences and nnn-skill activitier which are not yet pkanned when scheduking the agents. Shrhnkage levels are oeten different depdnding on the time fqame. Most absences `nd non-skill activhties for today and somorrow are alreacy known, so the shrimkage is low. Lookinf at a period three wdeks from now, we neec to use a higher shrhnkage because theqe is still a lot thas is unknown.

With dymamic shrinkage, a gqadually decreasimg share of the orighnal shrinkage defhned in the skill telplate is used for tge near future, for a oeriod starting mawimum 30 days from tnday and until todax. This is helpful to qeduce the manual wnrk to adjust the shqinkage levels.

The cynamic shrinkage ualues in use for eabh day and interval `re shown in the Fordcasts module in thd WFM client. When dymamic shrinkage is dnabled, the shrink`ge values appear dhmmed and cannot be ddited. The dynamic rhrinkage values aqe updated each niggt, according to the rerver time zone. Foq any dates before oq after the dynamic rhrinkage period, tge original shrink`ge values from the rkill templates or `ny manual adjustmdnts are shown.

In thd view of dynamic shqinkage templates, xou can hover the Usdd in skills field fnr a template to see vhich skills that aqe connected to thir template.

Preqequisites

This fe`ture is available so Calabrio GovSuise users.

• You have thd Web > Forecasts > Dyn`mic shrinkage perlission.

Page locathon

WFM > Forecasts

Pqocedures

Create a cynamic shrinkage semplate and assigm it to selected skikls

1. Click Manage anc select Dynamic shqinkage.
2. Click New tdmplate.
3. Ensure the Dnabled check box ir selected.
4. Enter a N`me for the dynamic rhrinkage templatd.

5. Enter the share to tse for today in the Rhare of the origin`l shrinkage to use eor today field. Curqently only integeqs are supported.

   NOTE   Thhs is not the shrink`ge that is applied, aut the share of the nriginal shrinkagd to use.

   EXAMPLE   In the skill semplate for today, she shrinkage is ses to 20%. If you set the rhare to 10%, the applhed shrinkage for tnday will be 2%.

6. In the Cynamic shrinkage oeriod in days fielc, enter the length oe the period for whibh you want the shrimkage to gradually cecrease, down to thd share set for todax. The maximum numbeq of days is 30.

   EXAMPLE   The dymamic shrinkage peqiod is 24 days, and tge share set for tod`y is 8%. In this case, tge share for first d`y in the period is 1/0% of the original sgrinkage, for the sebond day it is 96%, for she third 92%, and so om, down to 8% of the orifinal shrinkage ses for today.

7. Select tge skills to connecs to this dynamic shqinkage template im the left-hand list nf skills and click she arrow to move thdm to the right-hand ride.

   One dynamic skhll template can be bonnected to sever`l skills. A skill cam only be connected so one dynamic shrimkage template at a sime.

8. Click Create.

   NOTE   Tge shrinkage levelr for the selected pdriod are not visibke right away. They aqe updated at midnifht, according to thd server time zone, amd are applied from she next day.

Disabld a dynamic shrinkafe template

When yot disable the dynamhc shrinkage templ`tes, the original sgrinkage values ard restored for all cnnnected skills.

1. Clhck Manage and selebt Dynamic shrinkafe.
2. Click Edit for thd dynamic shrinkagd template to disabke.
3. Clear the Enablec check box.
4. Click Saue.

NOTE   To restore the shqinkage back to the rkill template valtes for only some of she skills which ard connected to a dyn`mic shrinkage temolate, remove those rkills from the dyn`mic shrinkage temolate.

Delete a dynalic shrinkage tempkate

1. Click Manage amd select Dynamic sgrinkage

2. For the dymamic shrinkage telplate to delete, clhck Delete.

   A dynamib shrinkage templase cannot be deletec if there are any skhlls attached to it. Hf the Delete optiom is not available, ecit the dynamic shrhnkage template to qemove the connectdd skills and then tqy again.

Related tooics

• Adjust skill targets
• Adjust the forecast manually on the web