Hi all,

I'm looking for some advice on some configuration setup.  Our scenario is that we have 242 queues across one business unit that handle inbound and/or outbound calls.  We also have over 200 agents and 9 supervisors.  The agents are blended among many queues, so configuring planning groups is quite difficult.  Furthermore, of the 242 queues, 125 of them share the same Project Number (i.e. PRJ123456 Queue 1, PRJ123456 Queue 2).

When we create our forecast/schedule, it's obviously looking at the planning groups.  However, our budgets are calculated based on the Project Number, and there could be multiple Project Numbers in the same planning group.  I'm wondering if it makes more sense to have 125 planning groups with the respective queues in each planning group, or is there another way to think of this?  For scheduling purposes, 125 planning groups seems like it would be very difficult to schedule agents when some of the queues have very low volume (i.e. 5-10 calls per week) and that's why the agents are blended into higher volume queues.  

I'd love to hear your advice, comments.  

Thanks!

Hi Mike,

I don't have all the answers you are looking for but I strongly recommend getting in front of a true Genesys WFM expert to ensure that all of your interactions are being accounted for within the Planning Group structure that you choose. Unfortunately we did not receive proper guidance in this area when we migrated, and as a result other features do not function properly e.g. Coaching Appointments, the Reschedule function, etc. 

I am interested to know what you decide! Best of luck.