Skills CX operations
Shrinkage, schedules and adherence
A forecast tells you how many agents you need on the phones. A schedule is how many people you employ, which shift they work, and whether they are actually there at the moment demand arrives.
npx rulebase-skills install cx-shrinkage-and-adherenceWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “we staffed to the forecast and still missed SLA”
- “what shrinkage should we use”
- “schedule adherence”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Shrinkage is where plans die
Shrinkage is the share of paid time not available for handling contacts. It is routinely underestimated because people count only the obvious parts.
Intraday fit, not daily totals
A day can be perfectly staffed in aggregate and badly staffed all day. Demand moves by half-hour; shifts do not. The consequences are structural.
Adherence and occupancy: two different things
Adherence — was the agent doing what the schedule said, when it said. It is a schedule-integrity measure.
Diagnosing "we staffed to plan and still missed"
Work through these in order; each is a different owner: Was adherence what was assumed?.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
