Hi Karine, great question and honestly one that gives WFM admins more headaches than it should 😅
The challenge here is that bullseye routing and WFM scheduling require some intentional setup to work well together. WFM sees all queue agents as available capacity, so if your secondary skill agents are not configured, your coverage looks great on paper, while reality tells a very different story at 2 pm on a Monday.
The setup that actually works best is Bullseye Option 1, where agents have the same skills at different proficiency levels, rather than Option 2, where skills get stripped at each ring. Genesys specifically built Option 1 to stay compatible with WFM forecasting, so that is your friend here.
Beyond that, the simplest mental model is to build your staffing targets as if your secondary skill agents are your safety net, not your foundation. If your primary pool can hit your service level on its own, you are in good shape, and your secondaries become a genuine buffer instead of something your schedule depends on. If you can only hit your targets by counting secondary agents, you are basically hoping the routing gods are kind to you that day
Also, worth reviewing your ring timeout settings. If secondary agents are being pulled too quickly, your WFM historical data starts picking up their handle time, which can affect forecast accuracy for your primary queue over time.
Would love to hear how others are structuring their planning groups around this because getting WFM and routing telling the same story takes some thoughtful configuration.
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Chris Rodriguez
Contact Center System Administrator
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