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  • 1.  Planning Group Column in Activity Codes

    Posted 03-02-2026 12:08

    If I create a Planning Group–specific activity code to ensure that work performed during a scheduled block is limited to a single Planning Group, do I also need to deactivate the other queues the agent is assigned to?

    For example, if an agent is assigned to multiple voice queues but I want them to handle only email interactions for one hour each day, I can create an activity code tied to the "email" Planning Group and place that activity in their schedule. In this scenario, do I need to manually deactivate the voice queues to prevent the agent from receiving calls, or will Genesys automatically recognize that the agent is scheduled exclusively for email during that time?


    #WFMConfiguration,BestPractices
    #GeneralQuestion

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    Melissa Palmer
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  • 2.  RE: Planning Group Column in Activity Codes

    Posted 03-03-2026 10:02

    Thanks for the question- updating an agents WFM Shift with an On Queue Activity defined for a single Planning Group means WFM will model that agent being assigned to perform work from that Planning Group during the times of the activity.  This does not automatically change anything with work routing currently.  To temporarily change what work can be routed to that agent, use Queue activation (by the agent if the agent is permitted to change themselves, by the manager or admin with permission, or via API).



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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
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  • 3.  RE: Planning Group Column in Activity Codes

    Posted 03-03-2026 10:09

    Perfect. Thank you!



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    Melissa Palmer
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    Original Message


  • 4.  RE: Planning Group Column in Activity Codes

    Posted 03-05-2026 17:46
    Edited by Brahdilleone Dermody 03-05-2026 17:47

    Is there a potential for the information that appears when you hover over planning group to be adjusted?

    As I know a few people who were under the same assumption as Melissa that it would impact work routing.



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    Brahdilleone Dermody
    na
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    Original Message


  • 5.  RE: Planning Group Column in Activity Codes

    Posted 25 days ago

    For 100% this MVP version of block scheduling does not impact routing.
    Other queues should be deactivated either via Genesys Ps custom app, or manually by team leaders or by agents themselves if they are allowed to activate and deactivate queues.



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    Dmitriy Vakulenko
    WFM Senior Product Manager
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    Original Message


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