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Glossary

WFM Glossary

Shrinkage

The fraction of paid time that an agent is not available for taking calls because of holidays, training, paid breaks, etc.

Below you can see an example of a shrinkage table. It is important to note that this is merely an example to illustrate how shrinkage is calculated. There can be many more activities that can be added and not all activities are relevant for all companies.



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