Shrinkage per ticket group

Accurately schedule each of your channels by setting the shrinkage level of each of your ticket groups.

You can now set the individual shrinkage percentage for each of your ticket groups, allowing you to more accurately schedule your team. This flexibility lets you reflect the realities of each of your channels, inboxes, teams or tiers.

Once a shrinkage % is applied, Surfboard will automatically apply this to your forecasted staffing requirement, available in both the forecasting page and in-schedule coverage bars.