In a future release, Genesys Cloud will allow workforce management administrators to add effective start and end dates to agent staffing group assignments. Administrators will be able to schedule staffing group changes in advance instead of manually moving agents on the day that a change takes effect. Genesys Cloud will use the effective staffing group when evaluating applicable time-off requests and time-off limits, helping ensure that time-off limits are associated with the correct staffing group when an agent’s assignment changes.

What’s changing

Administrators will be able to:

• Set a required start date and an optional end date when assigning agents to a staffing group.
• Create future-dated staffing group assignments so that agents move between staffing groups on predetermined dates.
• View and manage past, current, and future staffing group assignments.
• Filter staffing group assignments by date, employee, and validation errors and identify assignment conflicts.
• Rely on Genesys Cloud to reevaluate applicable future time-off requests when a staffing group assignment becomes effective.

Why this matters

Currently, administrators must move agents between staffing groups on the day that the change takes effect. This manual process can result in time-off limits being associated with the wrong staffing group and requires additional work to correct assignments and limits. Effective-dated assignments allow administrators to plan staffing group changes ahead of time and help Genesys Cloud apply the appropriate staffing group when evaluating time-off requests.

Action required

No action is required for existing staffing group assignments. After the feature becomes available, administrators can use effective dates when creating or updating staffing group assignments to schedule changes in advance.

Administrators should be aware that the existing Move Agents workflow does not use effective dates and overrides the agent’s other staffing group assignments. Use the effective-dated staffing group assignment workflow when you want to preserve and manage past, current, or future assignments.