Access the historical shrinkage view
AI-generated summary
Genesys Cloud provides historical shrinkage tracking functionality through its Workforce Management system. Users can access shrinkage data at both management unit and work team levels through the Historical Shrinkage interface. The system allows supervisors to view data for specific teams or individual agents, even if agents belong to different management units. Key features include customizable time zone selection, team-specific filtering, and performance management integration. Access is available through both the Admin menu and Workforce Management > Performance Management pathway. The interface supports granular visibility for supervisors who need to monitor specific agent groups rather than entire management units.
Series: Historical shrinkage
Previous suggested step: Historical shrinkage overview
Next suggested step: Navigate the historical shrinkage view
To open and view historical shrinkage view for a management unit, perform the following steps:
- Click Admin.
- Under Workforce Management, click Historical Shrinkage.
- Click Menu > Workforce Management > Performance Management > Historical Shrinkage.
- From the Management Unit/Select team list in the upper right corner, click the Select Business/Management Unit icon.
- From the list, select the Management Unit.
- From the Select Time zone list, select the time zone.
The data for the selected management unit is displayed.
To open and view the historical shrinkage view for a work team, perform the following steps:
- Click Admin.
- Under Workforce Management, click Historical Shrinkage.
- Click Menu > Workforce Management > Performance Management > Historical Shrinkage.
- From the Management Unit/Select team list in the upper right corner, click the Select Team icon.
- Select the required team from the list.
The data for the selected work team is displayed.
Note: The agents in this cluster don’t have to belong to the same management unit. As a supervisor, you can use this option to oversee just the agents assigned to you instead of viewing the entire group of agents.
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