You can change an existing planning group, including editing the planning group name, changing service goal template and media type selections, and modifying or changing route path associations.

Edit a planning group

1. Click Admin.
2. Under Workforce Management, click Planning Groups.
3. Click Menu > Workforce Management > Workforce Management Configuration > Planning Groups.
4. From the Business Unit list, in the upper right corner, select the business unit.
5. Click the planning group that you want to edit.
6. Make any planning group name changes, service goal template, or media type selections.

Edit a planning group’s route path associations

1. Click Admin.
2. Under Workforce Management, click Planning Groups.
3. Click Menu > Workforce Management > Workforce Management Configuration > Planning Groups.
4. From the Business Unit list, in the upper right corner, select the business unit.
5. Select the planning group that contains the route path associations you want to edit.
6. To edit an existing route path association, do the following:
   1. Next to the route path click More .
   2. From the menu that appears, click Edit. The Search and Replace Route Path dialog box opens.
   3. To search for and replace the route path with existing ones, do the following:
      1. Select Search for route paths that have offered interactions in past 6 weeks.
      2. Select the queue, language, and skill set.
      3. Choose the appropriate route paths.
      4. Click Save. 
   4. To replace the route path and manually add a new one:
      Note: Selecting a route path with no offered interactions causes issues with forecasting, scheduling, and intraday monitoring. Best practice recommends searching for route paths instead of manually adding them.
      1. Select Manually replace route path.
      2. Select the queue, language, and skill set.
      3. Click Save.

Delete a planning group’s route path associations

To delete an existing route path associated with the planning group, do the following:

1. Click Admin.
2. Under Workforce Management, click Planning Groups.
3. Click Menu > Workforce Management > Workforce Management Configuration > Planning Groups.
4. From the Business Unit list, in the upper right corner, select the business unit.
5. Select the planning group that contains the route path associations you want to delete.
6. Next to the route path association you want to delete, click More .
7. From the menu that appears, click Delete. 

Move a planning group’s route path associations

1. Click Admin.
2. Under Workforce Management, click Planning Groups.
3. Click Menu > Workforce Management > Workforce Management Configuration > Planning Groups.
4. From the Business Unit list, in the upper right corner, select the business unit.
5. Next to the planning group that contains the route paths you want to move, click More .
6. From the menu that appears, click Move route path(s).
7. Under Target Planning Group, select the planning group to which you want to move route paths.
8. Under Route Path Associations, select the route path associations you want to move to another planning group.
9. Click Move.
   Note: WFM displays an error if you move route paths to another planning group from the list view and the action causes the business unit to exceed the 1,000 route path limit.

Delete a planning group

1. Click Admin.
2. Under Workforce Management, click Planning Groups.
3. Click Menu > Workforce Management > Workforce Management Configuration > Planning Groups.
4. From the Business Unit list, in the upper right corner, select the business unit.
5. Next to the planning group you want to delete, click More .
6. From the menu that appears, click Delete.
7. Click Yes.