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  • 1.  Best Approach for Planning Groups in Genesys Cloud WFM

    Posted 03-16-2021 02:44
    No replies, thread closed.
    We have multiple queues and we have dedicated agents who are supposed to take calls from these queues.
    For example, Agent-A and Agent-B can take calls from Queue-1 and Queue-2. Agent-C and Agent-D can take calls from Queue-3 and Queue-4.
    So while creating planning group, what should be the ideal approach I should take?
    Shall I create 2 planning groups where first planning group will have Queue-1 and Queue2. And second planning group will have Queue-3 and Queue-4. Then, under 'Agent' section of WFM I will add respective agents. Is this the correct approach or any better approach is available?
    #Unsure/Other

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    Rahul Tyagi
    Accenture India
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  • 2.  RE: Best Approach for Planning Groups in Genesys Cloud WFM
    Best Answer

    Posted 03-16-2021 07:02
    No replies, thread closed.

    To your specific example, then I would say two planning groups. Caution that you cannot, as described above on agent/queue splits, configure just one planning group. More information as to why below. 

    The user interface for planning group configuration states: "Agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group."

    https://help.mypurecloud.com/articles/planning-groups-overview/ states:

    Typically, you configure planning groups with only one route path, including one queue, media, language and skill set combination per planning group. Planning groups allow users to include more than one queue, language and skill set in the planning group; however, if you combine queues, languages, and skill sets make sure to review the agents who can handle the planning group. If a planning group is made up of more than one set of queues, language and skill sets, forecasts only display the combined values for the planning group, and the schedule generation process look for agents who can handle the entire planning group, not individual pieces of it.   

    When you configure planning groups and determine whether or not to aggregate more than one queue, language, and skill set together, make sure to consider whether agents are configured to handle all combinations that you include in the planning group. Best practice recommends that you create combinations only when agents can handle the full combination that you include in the planning group.

    If you aggregate queues, languages and skill sets into a planning group, but have agents that cannot handle the full planning group, then those agents will not be scheduled based on planning group workload. Agents who can only handle a subset of the planning group will not be scheduled based on workload, but will be given a schedule. To view the list of agents who can handle a planning group, see the planning group's Agent tab.


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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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