Genesys Cloud's planning groups key principles enable workforce management simplification by combining queues, languages, and skill sets into unified configurations for forecasting and scheduling. Planning groups associate a single queue, media type, language, and skill set combination with a service goal template and business unit, with the constraint that each planning group is limited to one media type. During configuration, service goal templates can be assigned to planning groups, while in forecasting operations, planning groups replace individual queue, media, language, and skill set selections. In intraday monitoring, planning groups replace queue selection, and schedules incorporate planning group filters for agent assignment. Schedule generation requires agents capable of handling the entire planning group; agents with only partial capability receive schedules but are not assigned based on workload. Users can display and view agents qualified to handle specific planning groups. Implementation requires Workforce Management permissions for Planning Group Add, Delete, Edit, and View functions.
The following permissions:
Workforce Management > Planning Group – Add, Delete, Edit, and View
When you create and manage planning groups for , consider these key principles:
Use planning groups to associate a queue, media type, language, and skill set combination to a service goal template and a business unit.
Planning groups allow users to simplify their configuration for workforce management by combining one or more queues, languages, and skill sets for forecasting and scheduling. However, remember that schedule generation looks for agents who can handle the entire planning group. Agents who can only handle a subset of the planning group will not be scheduled based on workload, but will receive a schedule.
Planning groups are limited to one media type.
You can display and view agents who can handle the planning group.
During configuration, you can assign service goal templates to planning groups.
Within forecasting, planning groups replace the queue, media, language, and skill set selections.
In intraday monitoring, planning groups replace queue selection.