Workforce Engagement Management

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Moving agents to different Staffing Groups

    Posted 03-18-2025 16:53
    No replies, thread closed.

    Hello all,

    My team is looking at the implications if we were to move teammates from one Staffing Group to another.

    • Would the time off allocations stay within the staffing group where they were assigned first? 
    • Would approved or pending time off requests transfer to the new staffing group or would a agent need to resubmit? 

    I am just wanting to make sure if there is going to be more work involved with manual adjustments to allocations and existing time off requests that our team is prepared to handle. 

    Thanks!


    #Configuration

    ------------------------------
    Miguel Morales
    Workforce Analyst
    ------------------------------


  • 2.  RE: Moving agents to different Staffing Groups
    Best Answer

    Posted 03-19-2025 19:03
    No replies, thread closed.

    When an agent is moving out of staffing group or being re-assigned to another staffing group, time-off allocation is always removed from the limit associated with agent's prior staffing group.

    However, to automatically allocate existing agent's time-off requests against the limit of the new group, they need matching time-off plan associated with the new group.  



    ------------------------------
    Vidas Placiakis
    Director
    ------------------------------



  • 3.  RE: Moving agents to different Staffing Groups

    Posted 03-20-2025 08:15
    No replies, thread closed.

    Hi Miguel,

    Vidas is right; if you move the agents, there needs to be an exact time off plan associated with the new group. Here are some steps to help with moving agents:



    ------------------------------
    Damaris Scott
    Senior Product Manager, Workforce Management
    ------------------------------



  • 4.  RE: Moving agents to different Staffing Groups

    Posted 03-25-2025 13:58
    No replies, thread closed.

    Hi @Damaris Scott!  Is there a plan for these to automatically move, in the future?  I am asking because you mention "workaround steps) which leads me to believe this is a know challenge. 



    ------------------------------
    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Moving agents to different Staffing Groups

    Posted 03-25-2025 14:04
    No replies, thread closed.

    Hi Gina, 

    Yes, there is a plan to make this automatic in the future. I'm adding it to a related charter we are planning. Sadly, I don't have the dates. We are scoping several epics, and I'd like to squeeze it in. 



    ------------------------------
    Damaris Scott
    Senior Product Manager, Workforce Management
    ------------------------------

    Original Message


Related Content