Access the historical shrinkage view

Genesys Cloud provides historical shrinkage tracking functionality through its Workforce Management system, enabling supervisors and administrators to monitor workforce availability data at both management unit and work team levels. Users access this feature via the Admin menu under Workforce Management > Historical Shrinkage or through Menu > Performance Management > Historical Shrinkage. The Historical Shrinkage interface supports customizable time zone selection and team-specific filtering, allowing supervisors to view shrinkage data for designated agent groups regardless of whether those agents belong to the same management unit. Key capabilities include granular visibility at the management unit level—accessible through the Select Business/Management Unit icon in the upper right corner—and work team level filtering via the Select Team icon, which enables supervisors to monitor assigned agents rather than entire organizational groups. This functionality integrates with the broader Performance Management system and supports role-based access for agents, administrators, supervisors, and other user types within the Genesys Cloud platform.