Workforce Engagement Management

Hello Folks 

I am implementing Genesys Cloud WFM for a large insurance contact center

The setup:

1. Around 37 queues across 7 operational teams:

• Teams Name
  Inbound
  ODS
  Service Center
  Claim Service
  Credit Life
  Outbound

Queues are already split cleanly by media type (separate Voice, Email, and WhatsApp queues, never mixed)

• Queue name: 

Inbound - Voice DPLK
Inbound - Voice Vitality
Inbound - Voice CIMB
Inbound - Voice VIP

ODS - Voice Agency APEX
ODS - Email ODS
ODS - Voice BCA reg/life planner/non life planner/officer

Claim Service - Voice Customer
Claim Service - Email

Outbound - Welcome Call
Outbound - Inbound Welcome Call
Outbound - PDR
Outbound - Engagement

Credit Life

• Roughly 130 agents total

The core challenge: heavy agent blending, but not in a simple pattern

1. Most agents aren't single-skilled. A typical Inbound agent works 4-5 different voice queues (different product lines like DPLK, Vitality, CIMB) plus sometimes email or WhatsApp.

2. A small number of agents (4 out of ~130) blend across two different teams entirely, not just multiple queues within one team. Example: one agent works both Inbound queues and ODS queues day to day.

3. There few cross-media blending agents as well which are in same team but trained on Voice VIP and WhatsApp 

My current design direction, want feedback on:

Business Unit: single BU, one timezone, one holiday calendar

Management Units: leaning toward a single MU for go-live (simpler admin, bigger shift-trade pool, no artificial split for the cross-team agents), and using Agent Groups + permission-based visibility to separate the 24x7 team and the Credit Life reporting line, rather than hard MU boundaries. Planning to revisit the single-MU decision in later phase if scheduling errors show up from agents crossing shift patterns, or if any team needs independent audit visibility a permission group can't give.

Planning Groups: one per queue + media type combination (no combining across media, and no combining across queues even within the same team, since volume/AHT patterns differ too much between something like a VIP queue and a DPLK queue)

Now my challenges is in above scenarios is to create staffing groups

First approach which in in my mind is 

Approach 1 Staffing Groups:  

single-skill agents (no staffing group needed), within-team blended agents (one staffing group per team spanning all that team's planning groups), 

and a separate tier for the small number of genuine cross-team agents plus a distinct overflow/contingency staffing group for backup-only coverage that shouldn't count toward baseline capacity

Approach 2 Staffing Groups: 

Staffing groups organize agents with similar skillsets

Staffing Group Name    Agent Profile / Examples    Purpose & Configuration
SG_Dedicated_Inbound    Single-function agents        Handles core inbound queues.

SG_Dedicated_ODS    Single-function agents        Handles specialized ODS queues.

SG_Hybrid_Support    Cross-skilled agents        Cross-skilled agents grouped to act as a  shared resource pool spanning multiple operational areas.

SG_Omnichannel_VIP    Voice and WhatsApp        Blended agents managing Voice VIP and WhatsApp interactions concurrently.

I need suggestion what is the best Approach?

Or please feel free to suggest if you thing there is another Approach to configure  Staffing Group 

Thank you 

#ConfiguringWFM #WFMStaffingGroup #WFMConfiguration,BestPractices #WorkforceManagement

#WFMConfiguration,BestPractices

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Shahnawaz
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