- Genesys Cloud: v2024.02
- Region: Europe (Paris)
- Role: Performance Dashboard Admin
Looking for advice on reconciling shrinkage percentages. The Performance Dashboard reports 45% shrinkage for the support queue, yet the rostered hours in the WFM export indicate only 10% non-productive time. The data refresh occurs at 06:00 CET. Is there a known latency in how conversation detail views aggregate break times versus scheduled intervals in the analytics engine?