Do we also include Absences on the projections?
If you are referring to “unplanned” absence it is generally a good idea to put an estimate in for your staff planning.
I agree. You should have both Planned Shrinkage and Unplanned Shrinkage, as well as, in office shrink and out of office shrink. Absenteeism, such as NCNS or sick call outs will need to be planned for. And don’t forget about attrition as a form of shrinkage. If you have already generated schedules for an agent and then they leave, I consider it as shrinkage for the days where I had already generated them a schedule.