Hi LetÃcia,
I haven't worked with Staffing Groups in practice yet, but I'm currently studying for the Genesys Cloud WFM certification, and this is a topic I've been trying to understand better.
From my current understanding, Staffing Groups should be defined based on how the operation is actually planned, forecasted, scheduled, and managed - not only based on the organizational chart.
I believe they make more sense when grouped by agents who share similar planning characteristics, such as business area, work type, skills, schedule rules, workload profile, or operational responsibility.
For example, if two teams have different demand patterns, service goals, schedules, or required skills, it may be useful to separate them into different Staffing Groups. On the other hand, creating too many groups could make maintenance more complex, so I think there needs to be a balance between planning accuracy and operational simplicity.
I'd be interested to hear from people who use Staffing Groups in production if this understanding makes sense and what lessons learned they would add from real operations.
------------------------------
FabÃola Freitas
------------------------------
Original Message:
Sent: 05-19-2026 20:07
From: LetÃÂcia Roque
Subject: WFM - Staffing groups
Hello everyone! 👋
I'd like to start a discussion about Staffing Groups in Genesys WFM and how you are using them in your environments.
In your setups, how do you define and organize Staffing Groups? For example:
Do you align them with work teams, skills, or business units?
How do Staffing Groups interact with scheduling and forecasting in your case?
What is your main use case for using them (reporting, staffing accuracy, planning, etc.)?
I'm trying to understand real-world approaches and best practices, especially how different teams structure and maintain Staffing Groups over time.
Any examples or insights would be really appreciated! 😊
#WEM-Quality,WFM,Gamification,etc
------------------------------
LetÃÂcia Roque
-
------------------------------