Shrinkage

The total percentage of time agents are not available to handle customer interactions, combining both in-center activities (like meetings, training, and coaching) and out-of-center activities (like breaks, unscheduled absences, or holidays). Shrinkage is a key metric in workforce management as it directly affects staffing levels and service delivery. 

Calculation Example: 

Total Scheduled Hours: 8 hours 

Time Lost to Shrinkage (breaks, training, etc.): 2 hours 

Shrinkage Rate: (2 / 8) * 100 = 25%