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Run: Workforce Shrinkage Calculation Worksheet

A Workforce Shrinkage Calculation Worksheet for call center planning that totals planned and unplanned offline time and calculates shrinkage percentage. Use ...

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Planning Context

Start date for the period being analyzed.
End date for the period being analyzed.
Name of the team, queue, or site being measured.
Select the time unit used for all calculations in this worksheet.

Staffed Time Inputs

Total scheduled paid time available before shrinkage is removed.
Optional target productive time used for comparison in planning.

Planned Offline Time

Scheduled breaks, lunch, or other planned rest time.
Scheduled coaching, training, or learning sessions.
Planned team meetings, huddles, or briefings.
Any other planned offline time not listed above.
Describe the other planned offline time category.

Unplanned Offline Time

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

Calculated Shrinkage

Sum of all planned offline time entered above.
Sum of all unplanned offline time entered above.
Combined planned and unplanned offline time.
Offline time divided by scheduled staffed time, expressed as a percentage.

Notes and Submission

Optional notes about unusual events, assumptions, or exclusions.
Required acknowledgment before submission.

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