Workforce Engagement Management

Good morning!

I'm diving more in to capacity planning in Genesys, but have run in to a snag - our agents are simultaneously working in multiple phone/chat queues at the same time, but I'm only able to add them to one staffing group, thereby skewing my capacity planning and staffing requirements. Because Genesys only recognizes each agent in one staffing group, I'm having trouble showing the accurate numbers of how many are actually in each queue for capacity planning.

We utilize Bullseye routing so I currently have staffing groups arranged to show each agent in their primary queue, but since we are a small call center, agents are regularly taking calls from all of their queues, so I'd like to see the staffing numbers to reflect this, even though they're only able to handle one interaction at a time.

Is there a way to do this? Thanks!

Hi Ashleigh, 

Let me try to help.  When configuring capacity planning there is something called Planning Group to Staffing Group associations.  It's configured under the staffing group and allows you to indicate, for capacity planning purposes, what Planning Groups (workload demand) you want to assign to each Staffing Group (agent supply).  You are able to configure multiple planning groups for a single staffing group if the staffing group handles more than one planning group.  If the planning group is handled by more than one staffing group then you can configure that too, and they are all networked together.  

Here's an example:

An agent in  Staffing Group "Customer Support"

Planning Group 1: "Customer Support Voice"

Planning Group 2: "Customer support Chat"

In the Staffing Group configuration under the Capacity Planning tab you want to associate the Staffing Group "Customer Support" with both Planning Groups, the "Customer Support Voice" and the "Customer Support Chat".  This tells the system that for capacity planning this group of staff can handle two types of work.

Then, inside your capacity plan, if you click on either Planning Group you will be taken to the view of the 2 planning groups and 1 staffing group that are all linked together.  If you look at the staffing group, in the "Planned FTE" metric there will be two rows.  One for each planning group, and it will show you how much of the FTE for the staffing group are getting allocated to each planning group.  This allocation is based on the Service Goal Template for each Planning Group along with the volume and AHT converted into requirements.  

I hope this helps.

In terms of agents backing up other agents, you can configure your PG to SG associations to represent this however there is currently a limit of 10 Planning Groups x 10 Staffing Groups for a single association.  We are working to increase that limit in 2026 but for now you can use up to 10 planning groups x 10 staffing groups to represent the work that each staffing group handles.

Let me know if you have any questions and I'll be happy to help out.

Thank you,

Chris Johnson