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Shrinkage Calculator
Calculate contact center shrinkage using offline hours and scheduled hours.
Formula: Shrinkage Hours ÷ Scheduled Hours × 100
Enter your values and select Calculate.
How to use this calculator
Enter total shrinkage hours and scheduled hours for the same reporting period. Shrinkage can include breaks, meetings, training, leave and other time when agents are unavailable for planned work.
Why shrinkage matters
Understanding shrinkage helps workforce management teams estimate how much scheduled capacity is unavailable for customer-handling activities.