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  • 1.  Queue Activation/Deactivation and Planning Groups

    Posted 08-17-2023 13:35
    No replies, thread closed.

    How does an agent activating/deactivating in a queue affect schedule/forecast difference calculations? 

    To clarify: 

    Agents are automatically associated with a planning group based on their queue, skill, and language membership.  Whether or not they're considered a resource for this planning group impacts the "forecasted headcount" requirement and alters when flexible activities can be scheduled.  The question is, if an agent is "inactive" in a queue at the time of running a schedule, are they considered a "scheduled agent" for that planning group still when they're scheduled for on queue or does the deactivation make them no longer a resource for the planning group? 

    Tested briefly and found that the Agents page will still show them as a member of the planning group when their inactive; not sure how this affects the scheduled/forecasted numbers on a schedule. 

    Curious how everyone accounts for this active/inactive opportunity.  Advanced shrinkage? 


    #Forecasting

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    Shelby Cronk
    ConvergeOne, Inc.
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  • 2.  RE: Queue Activation/Deactivation and Planning Groups

    Posted 10-02-2025 12:33
    No replies, thread closed.

    There is some response about this question?



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    Gladys Galabay
    Ingeniero Senior
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  • 3.  RE: Queue Activation/Deactivation and Planning Groups

    Posted 10-02-2025 12:43
    No replies, thread closed.

    Hi Gladys, 

    When an agent de-activates the queue they are just stopping any work coming to them. They are not removing themselves as a member of that queue, so from a scheduling perspective as long as an agent matches your planning group setup. It will then identify them as available resources during the schedule generation process. 

    But of course agents de-activating queues can impact your ability to deliver upon the predicted KPI's that Genesys cloud will give you and should be monitored closely. 

    Hope that helps. 

    Mike



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    Mike Morris
    Product Manager - BCD
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    Original Message


  • 4.  RE: Queue Activation/Deactivation and Planning Groups

    Posted 10-02-2025 15:47
    No replies, thread closed.

    Even if an agent is inactive in a queue, they're still listed in the planning group and can show up on schedules. But since they're not actually available to take work, this can create a gap between forecasted and real capacity-usually handled with advanced shrinkage or adjusting availability



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    Atul Arya
    Workforce Analyst
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