Workforce Engagement Management

We're currently exploring service level options of 80/20 for some queues and 80/120 for others within our Genesys contact centre as we onboard new clients.

I'd be interested to hear how other contact centres approach this:

• What service levels do you operate to and why?
• How do you manage call surges and unexpected demand spikes?
• Do you ringfence queues with dedicated resources, use shared pools, or a hybrid model?
• How do you balance service levels against occupancy and staffing efficiency?
• Are there any Genesys features, routing strategies, or workforce management practices that have worked particularly well for you?
• What lessons learned or pitfalls would you share when onboarding new clients into an existing contact centre environment?

We're open to ideas, innovative approaches, and real-world experiences from centres of all sizes.

Looking forward to hearing how others operate and what has worked well for your teams.

Hi Princy,

Interesting discussion.

From my experience, there is rarely a one-size-fits-all service level target. The right target often depends on the type of service being delivered, customer expectations, and the impact of delays.

One lesson I've found valuable when onboarding new services into an existing contact centre is to spend time understanding the interaction profile before committing to service level targets. Call volumes, handle times, repeat contacts, seasonality, and escalation patterns can all have a significant impact on staffing requirements and queue performance.

We're also starting to look at the custom formula capabilities available in Analytics Workspace and how they might help provide additional insight beyond the standard metrics, particularly when monitoring new queues and services:

https://help.genesys.cloud/articles/custom-column-sample-formulas/

I'm also interested to hear how others approach the balance between dedicated resources and shared agent pools, particularly where there are competing priorities across multiple queues.