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:
Sent: 10-02-2025 12:32
From: Gladys Galabay
Subject: Queue Activation/Deactivation and Planning Groups
There is some response about this question?
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Gladys Galabay
Ingeniero Senior
Original Message:
Sent: 08-17-2023 13:34
From: Shelby Cronk
Subject: Queue Activation/Deactivation and Planning Groups
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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