Add a staffing group

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Genesys Cloud enables administrators to create staffing groups through the Workforce Management Configuration interface to organize agents for capacity planning and scheduling purposes. Users must possess specific permissions including Workforce Management Staffing Group (Add, Delete, Edit, View) and Workforce Management Capacity Plan (View) to perform this function. The process involves navigating to Menu > Workforce Management > Workforce Management Configuration > Staffing Groups, selecting the appropriate business unit or management unit, and creating a new staffing group with a descriptive name. Agents can be added to the staffing group by searching either by agent name or by applying multiple filter criteria (which follow AND logic); all matching agents can be added individually or in bulk. The Capacity Planning tab allows association of up to 10 planning groups with the staffing group, enabling the system to track which planning groups should be handled by specific staffing groups within capacity planning operations. These planning group-to-staffing group associations are used exclusively for capacity planning purposes and do not affect scheduling functionality. The configuration can be saved upon completion, and agents may alternatively be added to staffing groups through the Agents page.

PrerequisitesClick to expand

Click Apply Filters. The list of agents display in the Available Agents section.

Note: The Apply Filters button is inactive if the criteria you select in the different sections do not correspond to any of the agents.

In the Available Agents section, click icon available corresponding to the agents listed based on your search.

Note: You can also click Add all in the Available Agents section to add all the listed agents.

The selected agents are now added to the Assigned Agents section.

Click the Capacity Planning tab. In the Planning Group Name section, select any planning groups (up to 10) that should be handled by this staffing group within the Capacity Plan. Select the planning groups from the list or use the Search Planning Groups search box to enter the name of the planning group. The Association Summary section displays the details of the staffing groups associated with the planning groups that you select.

Note: The planning group to staffing group associations configured here are only used for capacity planning and does not impact scheduling.

Click Save.

You can also add agents to staffing groups using the Agents page. [/hidden]

You can create a staffing group for smaller groups of agents that span across multiple management units and apply the time-off limits and plans for these groups. The following section lists the steps to add a staffing group.

Create the staffing groupClick to expand

To create a staffing group, perform the following steps:

Click Menu > Workforce Management > Workforce Management Configuration > Staffing Groups.
In the upper-right corner, click the Business Unit/Management Unit list and select the business unit or management unit to which you want to add the staffing group.
Click + Create Staffing Group.
In the Staffing Group Name box, enter a descriptive name for the staffing group.
Click Create.

The staffing group is created. You can then add agent assignments and configure capacity planning associations.

Add agent assignmentsClick to expand

To add agents to a staffing group by creating dated assignments, perform the following steps:

In the Agents tab, click Add Agents.
Search for agents by name or use the available filters to refine the agent list.
Select the agents that you want to assign to the staffing group.
Specify the Start Date for the assignment.
If required, specify an End Date. If you do not specify an end date, the assignment remains open-ended.
Click Add.

The selected agents appear in the staffing group’s agent assignments.

Notes:

A staffing group can contain up to 2,000 uniquely assigned agents for a given day.
A staffing group can contain up to 10,000 agent assignments.
An agent can have up to 15 staffing group assignments.
Certain bulk/request operations are limited to 100 unique agents.

Configure capacity planning associationsClick to expand

You can associate planning groups with a staffing group for capacity planning.

To configure capacity planning associations, perform the following steps:

In the Planning Group Name section of the Capacity Planning tab, select the planning groups that the staffing group should handle within the capacity plan. You can associate up to 10 planning groups with a staffing group.
Select planning groups from the list or use the Search Planning Groups box to find a planning group by name.
Review the Association Summary section to view the staffing groups associated with the selected planning groups.
Save your changes.
Note: Planning group-to-staffing group associations configured here are used only for capacity planning and do not affect scheduling.

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