The percentage of paid time that an agent is not available to handle the defined workload. It includes such losses as breaks, training, meetings, vacations and times when the agent is not adhering to the planned schedule, but may also include productive time assigned to other work such as e-mail or filing. It is used as a place holder in the planning process to ensure that after the shrinkage occurs, there are still enough staff left available to handle the workload with the speed of answer goal achieved.
