Staffing groups overview

AI-generated summary

Genesys Cloud provides comprehensive staffing group management functionality that enables administrators to organize agents and control time-off allocations and capacity planning across multiple management units. The system allows administrators to create and maintain agent groupings using granular filters such as skills, languages, or queues, facilitating targeted time-off allocation at the group level rather than across entire management units. Key capabilities include associating planning groups for capacity planning purposes, applying specific time-off limits to staffing groups, and managing group configurations through member additions, removals, and deletions. The platform supports cross-management unit grouping, allowing agents from the same business unit but different management units to be consolidated into a single staffing group, providing flexibility in time-off management and integrated capacity planning. Staffing group to planning group associations must be established before creating capacity plans, and administrators can modify these associations and group configurations at any time. Required permissions include Workforce Management access for Staffing Group operations (Add, Delete, Edit, View) and Capacity Plan View functionality. The system enables administrators to add new staffing groups with specified details and assigned agents, as well as manage existing groups through name editing, member addition or removal, and single or batch deletion operations. This approach supports integrated capacity planning across multiple planning groups and staffing groups within business units, providing administrators with flexibility in resource allocation and time-off management. Users can access support through community forums and provide feedback on documentation through a structured mechanism that captures user role and privacy policy acknowledgment.

PrerequisitesClick to expand

Use features to create, configure, and manage staffing groups. 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. Filters such as skill, language, or queue help to group agents into a staffing group. You can group agents who belong to the same business unit but are in different management units into a staffing group.

You can assign agents to staffing groups for specific effective periods. Each staffing group assignment has a start date and can optionally have an end date. If you do not specify an end date, the assignment remains effective until another staffing group assignment takes effect. Effective-dated assignments enable you to plan staffing group membership in advance and ensure that the appropriate staffing group applies for a specific date.

Administrators need not create and then apply the time-off plans and limits for the entire management unit, which would limit the total available time-off limit hours. Instead, administrators can apply time-off plans to a particular staffing group, allowing more granularity in allocating time-off limits. For example, if 40 hours was the allocated time-off hours, administrators can apply it to one specific staffing group within that management unit. Genesys Cloud uses the staffing group assignment that is effective on the requested time-off date to determine the applicable staffing-group time-off limit.

Staffing groups are also used for capacity planning. Administrators can associate multiple planning groups to multiple staffing groups for capacity planning purposes. This configuration is used in the capacity plans created for the business unit. Staffing group to planning group associations must be set up before you create capacity plans.

You can edit these staffing groups at a later stage to change the staffing group to planning group associations or add more agents who have similar attributes. You can also delete staffing groups. For more information about staffing groups, see the following articles.

Article	Description
Add a staffing group	Add a staffing group, configure its details, and create effective-dated assignments for agents.
Manage staffing groups	Edit staffing group details, manage effective-dated agent assignments, and delete staffing groups.

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Add a staffing group, configure its details, and create effective-dated assignments for agents.

Edit staffing group details, manage effective-dated agent assignments, and delete staffing groups.

Staffing groups overview

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Staffing groups overview

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