Workforce Shrinkage Calculation Worksheet

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

Reporting Period

• Reporting Period Start
  Start date for the period being analyzed.
• Reporting Period End
  End date for the period being analyzed.
• Site or Team
  Name of the site, queue, or team included in this worksheet.
• Reporting Frequency
  Select the reporting cadence for this calculation.

Staffing Baseline

• Scheduled Agents
  Number of agents scheduled for the selected period.
• Total Paid Hours
  Total paid hours available in the reporting period.
• Productive Hours
  Hours expected to be spent handling work after removing offline time.
• Baseline Notes
  Add any assumptions, staffing changes, or data source notes.

Planned Offline Time

• Training Hours
  Scheduled training time during the reporting period.
• Meeting Hours
  Scheduled team meetings, coaching, or huddles.
• Paid Time Off Hours
  Approved vacation, personal time, or other planned leave.
• Other Planned Offline Hours
  Any other planned offline time not captured above.
• Planned Offline Notes
  Explain any planned offline categories or exceptions used in the calculation.

Unplanned Offline Time

• Unscheduled Absence Hours
  Unplanned absences such as sick time or no-shows.
• System Downtime Hours
  Time lost due to telephony, CRM, or network outages.
• Adherence Variance Hours
  Unplanned time not in adherence, excluding approved exceptions.
• Other Unplanned Offline Hours
  Any other unplanned offline time not captured above.
• Unplanned Offline Notes
  Provide context for outages, exceptions, or unusual attendance patterns.

Shrinkage Calculation

• Total Planned Offline Hours
  Calculated total of all planned offline time.
• Total Unplanned Offline Hours
  Calculated total of all unplanned offline time.
• Total Offline Hours
  Calculated total offline hours used in the shrinkage formula.
• Shrinkage Percentage
  Calculated shrinkage as a percentage of paid hours.
• Calculation Review Notes
  Document any manual adjustments, exclusions, or review comments.