Workforce Engagement Management

Hi everyone

I welcome your recommendations for a problem with the workforce; we now have
a) inbound/outbound agents
b) agents who exclusively handle mails
3) some agents that support when it is necessary to manage mails; right now we remove the voice queues from them.

what is the best configuration for our activity? is there an option for the planning group to allow more than one media type?

BR

#Workforce Management

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ANA BELEN ALONSO VIDALES
EOS Spain S.L.
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I guess that this section will help you define your organization's Business Unit/Planning Group.

https://help.mypurecloud.com/articles/planning-groups-overview/

Planning groups allow users to include more than one queue, language and skill set in the planning group; however, if you combine queues, languages, and skill sets make sure to review the agents who can handle the planning group. If a planning group is made up of more than one set of queues, language and skill sets, forecasts only display the combined values for the planning group, and the schedule generation process look for agents who can handle the entire planning group, not individual pieces of it. 

Att,

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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
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