Comparing shrinkage and availability

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Comparing shrinkage and availability
I have a question, comparing production shrinkage and availability.

So I guess I need to define what I mean by this, availability is the percentage of time that a rep is logged into the phone versus is available to take a call (or interaction, email, chat, etc), is on a call, or is on ACW. And Production shrinkage is a measurement of anything that takes a rep away from their ability to take customer contacts, but supports the call center such as meetings, out bound calls, added follow up, etc. Non-production Shrinkage is Breaks and PTO.

My question then is if my staff are 70% available, then is the 30% unavailable time, production shrinkage (less breaks)?

Helper

Call Centre Helper

These two articles should help

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