Genesys Cloud shrinkage calculator
Models the Historical Shrinkage report, including per-category breakdowns, paid/unpaid and planned/unplanned splits, and the effect of logging in early or late.
Click any stat below for the calculation breakdown.
Shrinkage by activity category
Mirrors the table in the Genesys Cloud Historical Shrinkage view.
| Activity category | Scheduled | Actual | Paid | Unpaid | Planned | Unplanned |
|---|---|---|---|---|---|---|
| break | 30 min (0.50h) | 0 min (0.00h) | 30 min (0.50h) | 0 min (0.00h) | 30 min (0.50h) | 0 min (0.00h) |
| meal | 60 min (1.00h) | 0 min (0.00h) | 0 min (0.00h) | 60 min (1.00h) | 60 min (1.00h) | 0 min (0.00h) |
| meeting | 30 min (0.50h) | 0 min (0.00h) | 30 min (0.50h) | 0 min (0.00h) | 30 min (0.50h) | 0 min (0.00h) |
| Total | 120 min (2.00h) (25.0%) | 0 min (0.00h) (0.0%) | 60 min (1.00h) | 60 min (1.00h) | 120 min (2.00h) | 0 min (0.00h) |
Adjust what actually happened
Activity codes
Each code has Category, Shrinkage flag, Paid flag, and Planned flag. Edit to see how config changes shape the numbers.
How Genesys calculates this. Scheduled shrinkage = scheduled hours of flagged activities ÷ total scheduled. Actual shrinkage = actual hours of flagged presences ÷ total logged hours. Paid/Unpaid and Planned/Unplanned are properties of the activity code config.
Total logged hours. All activity category durations are included EXCEPT Offline, Away, and Idle (system presence) – those three are included only if the activity occurs within the scheduled shift. On Queue, Meeting, Training, Break, Off Queue all count regardless of whether they fall inside or outside the shift.
The two Idles. The routing-status Idle (agent on queue, waiting for a contact) is NOT shrinkage – it's productive on-queue time. The system-presence Idle (screen locked) maps to Unavailable and IS shrinkage.
Early login / late logoff. If an agent logs in early and goes On Queue, that time counts in total logged hours (increasing the denominator) but doesn't add shrinkage – so actual shrinkage % goes down. If they log in early and sit in Away, that time is completely excluded (outside shift). Same rules for late logoff.