Can anyone clarify the exact methodology Genesys Cloud uses to calculate non-productive shrinkage in the WEM dashboards? The values displayed in the ‘Agent Performance’ view do not align with the manual sums of scheduled break codes.
- Agent schedules 30 minutes of ‘Training’ shrinkage.
- WEM Dashboard reports 45 minutes of non-productive time for that same period.
- No other shrinkage codes were applied during the shift.
The discrepancy is causing reporting errors for our Paris team metrics.