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

    Posted 04-30-2021 03:39
    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

    Posted 05-05-2021 14:45
    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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