Workforce Engagement Management

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

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Letícia Roque
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Hi Letícia,

I am going to move this to the WEM Community as I think you will get a better response to this from the experts there

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Letícia, 

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.

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Fabíola Freitas
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Hi, 
have you reviewed the Resource Centre article, Staffing Groups Overview ?

If you feel that the article is missing any details, you can click on the No👎button at the bottom of the page and submit your clarifications:

Paul

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Paul Wood
Genesys - Employees
WFM Product Manager
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Hi @Letícia Roque , i just tested it for Capacity plan . The staffing group is one of the requeriments.

I am still trying to understand the better approach, once the Staffing group have limitation about number max of planning groups

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David Betoni
Principal PS Consultant
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Hi Letícia,  in our environment, we primarily use staffing groups to manage agents who sit across different management units but share the same workload, for example, teams that handle the same queues but are organized into separate MUs. Staffing groups became the clean way to apply a single time off plan across that cross-MU population without having to duplicate configurations everywhere.

One thing worth knowing for anyone structuring this for the first time, staffing groups launched in March 2024 and gave us a much more granular layer of time off management beyond just the management unit level. Time off plans in Genesys Cloud apply to either a management unit or a staffing group, so if you have agents across multiple MUs that need shared time off limits, the staffing group is your lever for that.

Fabiola's point about not over-engineering your group structure is spot on from our experience. The temptation is to create a staffing group for every possible scenario, which ends up creating more maintenance than it solves. And David's point about the planning group limit per staffing group is worth planning around from day one; you will hit that ceiling faster than you expect in more complex environments.

The practical advice I would give is to align your staffing groups to how you actually forecast and plan, not how your org chart looks. If two teams share the same demand pattern and service goals, they probably belong in the same staffing group, regardless of which MU they sit in

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Chris Rodriguez
Contact Center System Administrator
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I very much like the idea of Staffing Groups. Initially, it was just for time off plans, but now with Staffing Requirements, Activity Plans, and Capacity Plans, they are becoming much more useful for granular and cross-MU segmentation of your agents.  What I would REALLY like to see is a filter for Intraday and Adherence reports by Staffing Groups and the ability to filter schedules by Staffing Group. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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