Workforce Shrinkage Calculation Worksheet

Worksheet for tabulating planned and unplanned offline time and calculating workforce shrinkage percentage for call center capacity planning.

Planning Context

• Reporting Period Start
  Start date for the period being analyzed.
• Reporting Period End
  End date for the period being analyzed.
• Team or Queue Name
  Name of the team, queue, or site being measured.
• Units Used
  Select the time unit used for all calculations in this worksheet.

Staffed Time Inputs

• Scheduled Staffed Time
  Total scheduled paid time available before shrinkage is removed.
• Productive Time Target
  Optional target productive time used for comparison in planning.

Planned Offline Time

• Break Time
  Scheduled breaks, lunch, or other planned rest time.
• Training Time
  Scheduled coaching, training, or learning sessions.
• Meeting Time
  Planned team meetings, huddles, or briefings.
• Other Planned Offline Time
  Any other planned offline time not listed above.
• Other Planned Time Description
  Describe the other planned offline time category.

Unplanned Offline Time

• Absence Time
  Unplanned absence, no-show, or unscheduled leave time.
• System Downtime Time
  Time lost due to system, telephony, or desktop outages.
• Unplanned Auxiliary Time
  Unplanned time spent in auxiliary status or not available for handling contacts.
• Other Unplanned Offline Time
  Any other unplanned offline time not listed above.
• Other Unplanned Time Description
  Describe the other unplanned offline time category.

Calculated Shrinkage

• Total Planned Offline Time
  Sum of all planned offline time entered above.
• Total Unplanned Offline Time
  Sum of all unplanned offline time entered above.
• Total Offline Time
  Combined planned and unplanned offline time.
• Shrinkage Percentage
  Offline time divided by scheduled staffed time, expressed as a percentage.

Notes and Submission

• Planning Notes
  Optional notes about unusual events, assumptions, or exclusions.
• I confirm the inputs reflect the selected reporting period and use only the minimum necessary operational data.
  Required acknowledgment before submission.