Workforce Engagement Management

I can see that Planning Groups can have multiple queues, skills and languages associated with them, but is there a limitation on the number of route paths that can be associated with each Planning Group? Most of the configuration has a limitation noted, but this isn't one I can see anything for. I know a Business Unit can have up to 1000 Planning Groups, but am looking to understand any limitation within the Planning Group itself (other than the fact it must be one media type).

Thanks, Heather 

#WFMConfiguration,BestPractices
#Forecasting
#Routing
#Workforce Engagement Management
#Workforce Management

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Heather Henderson
Sabio Ltd
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Hi Heather - I'm trying to find an answer for you, bear with me :-)

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Tracy
Genesys
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The only constraint is the 1,000 route paths per business unit and documented here. You can think of the 1,000 as your budget; you could possibly have all 1,000 route paths in one planning group, but then not be able to have any other planning groups. To the other extreme you could have 1,000 planning groups each with just one route path.

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Jay Langsford
VP, R&D
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Thanks lots for this reply - all makes sense!

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Heather Henderson
Sabio Ltd
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Original Message:
Sent: 01-18-2024 09:12
From: Jay Langsford
Subject: Planning Group Limitations

The only constraint is the 1,000 route paths per business unit and documented here. You can think of the 1,000 as your budget; you could possibly have all 1,000 route paths in one planning group, but then not be able to have any other planning groups. To the other extreme you could have 1,000 planning groups each with just one route path.

Over coalescing, e.g., having very few planning groups each with lots of route paths, has downsides and caveats. Conversely having many many low volume planning groups also has downsides.

As noted in doc and even on the UI itself: Agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group.

If you have lots of route paths in a planning group and agents that cannot handle all of them, then it will create issues with staffing requirement prediction, scheduling, intraday monitoring, etc. will be off/wrong. Those agents will be seen as filling no need.

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Jay Langsford
VP, R&D
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