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Run: Workforce Shrinkage Calculation Worksheet

Track planned and unplanned offline time in one worksheet and calculate shrinkage for call center capacity planning. Use it to see where agent time is going ...

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Reporting Period

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

Staffing Baseline

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

Planned Offline Time

Scheduled training time during the reporting period.
Scheduled team meetings, coaching, or huddles.
Approved vacation, personal time, or other planned leave.
Any other planned offline time not captured above.
Explain any planned offline categories or exceptions used in the calculation.

Unplanned Offline Time

Unplanned absences such as sick time or no-shows.
Time lost due to telephony, CRM, or network outages.
Unplanned time not in adherence, excluding approved exceptions.
Any other unplanned offline time not captured above.
Provide context for outages, exceptions, or unusual attendance patterns.

Shrinkage Calculation

Calculated total of all planned offline time.
Calculated total of all unplanned offline time.
Calculated total offline hours used in the shrinkage formula.
Calculated shrinkage as a percentage of paid hours.
Document any manual adjustments, exclusions, or review comments.

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