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Genesys Cloud WFM- Unable to Map Queues into multiple Planning Groups

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  • 1.  Genesys Cloud WFM- Unable to Map Queues into multiple Planning Groups

    Posted 8 days ago
    Hi All,

    I have a requirement where I need to map queues with multiple planning groups, but it's not happening.

    I have 3 agents and 3 queues. Like,
    Agent1 has to take calls from Queue1 and Queue2.
    Agent2 has to take calls from Queue1 and Queue3
    Agent3 has to take calls from Queue3 only.

    I thought I will create 3 Planning groups for each of the above mentioned combination. But what I noticed that one queue can only be a part of one planning group.

    Please help me how can I achieve this requirement.

    Thanks.
    #Unsure/Other

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    Rahul Tyagi
    Accenture India
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  • 2.  RE: Genesys Cloud WFM- Unable to Map Queues into multiple Planning Groups
    Best Answer

    GCAP Member
    Posted 3 days ago
    Hi Rahul,

    You have to look at it the other way where agents belong to multiple planning groups instead of queues belonging to multiple planning groups.  So for the example provided, I would setup 3 planning groups...one for each queue.
    Agent 1 would end up in planning group 1 and planning group 2
    Agent 2 would end up in planning group 1 and planning group 3
    Agent 3 would end up in planning group 3

    Hope this helps.

    Did you know there is

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    Jason Lorden
    Independent Health Association, Inc.
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