Manage shrinkage categories

Shrinkage categories define the reasons agents are unavailable to handle contacts during their shift. Use the Shrinkage Categories page to create, edit, and delete an unlimited number of shrinkage categories.

Up to 10 shrinkage categories can then be associated with a shrinkage week (see Manage shrinkage weeks) and up to 12 shrinkage weeks can be assigned to a shrinkage scenario (see Manage shrinkage scenarios).

Create a new shrinkage category

1. Select the option Create a new shrinkage category.
2. Enter a unique name for the new category.
3. Click Save.

Edit or delete an existing shrinkage category

1. Select the option Edit or delete an existing shrinkage category.
2. Choose the shrinkage category you want to edit or delete from the Select Shrinkage Category drop-down list.
3. Edit the shrinkage category as needed, and then click Save, or click Delete to delete it.