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.
The following permissions:
Workforce Management > Staffing Group – Add, Delete, Edit, and View
Workforce Management > Capacity Plan – View
To add a staffing group, perform the following steps:
Click Admin.
Under Workforce Management, click Staffing Groups.
In the upper right corner, click the Business Unit/Management Unit list and then select the business unit/management unit to which you want to add the staffing group.
Click + Create Staffing Group. The Add Staffing Group page opens.
In the Staffing Group Name box, type a descriptive name for the staffing group.
Click the Agents tab.
In the Refine Available Agent Search section, you can search the agents either by name or by other criteria.
Search for agents by agent name.
In the Search by Agent Name box, type the agent name.
Click Search. The list of agents display in the Available Agents section.
Search for agents using other criteria:
Expand the various sections, search and then select the required filters.
Note: All filters follow the AND format. As you select the filters in each section, filters are appended.
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, clickicon 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.