Access the historical shrinkage view

Genesys Cloud Resource Center provides access to historical shrinkage views through the Performance Management module. Users can view historical shrinkage data at two levels: management unit or work team. To access management unit shrinkage, users navigate to Menu > Performance Management > Historical Shrinkage, select the desired management unit from the upper right corner dropdown, and choose an appropriate time zone for data display. For work team shrinkage viewing, the same menu path is followed, but users select the team icon instead and choose their specific team from the list. This team-level view allows supervisors to monitor only agents assigned to them rather than viewing entire organizational groups, with the capability to oversee agents who may not belong to the same management unit. The interface displays relevant shrinkage data once the management unit or team selection is confirmed.