Unplanned shrinkage overview

Publisher

Genesys

URL

https://help.genesys.cloud/articles/about-unplanned-shrinkage/

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Genesys website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• Genesys Cloud computes expected agents as scheduled agents minus scheduled agents times shrinkage percent, so 200 scheduled agents at 10% shrinkage gives 180 expected agents. in context
• Genesys Cloud defines unplanned shrinkage as scheduled agents being unavailable to take interactions, and lists causes including breaks, meals, unscheduled absences, vacations, training, coaching, holidays, non-adherence and meetings. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Unplanned shrinkage overview. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-about-unplanned-shrinkage

BibTeX

@misc{warmtransfer-genesys-about-unplanned-shrinkage,
  title  = {Unplanned shrinkage overview},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-about-unplanned-shrinkage},
  note   = {Genesys, accessed 2026-10-02}
}