Manage staffing groups

AI-generated summary

Genesys Cloud enables administrators to manage staffing groups through the Workforce Management module, allowing creation, modification, and deletion of staffing group configurations. Users with appropriate permissions (Workforce Management > Staffing Group – Add, Delete, Edit, and View; Workforce Management > Capacity Plan – View) can perform staffing group operations including editing group names, adding or removing agents, assigning or removing planning groups, and deleting single or multiple staffing groups. To edit a staffing group, users navigate to Menu > Workforce Management > Capacity Planning > Staffing Requirements, select the appropriate business unit or management unit, and modify details on the Staffing Group detail page. Deletion of staffing groups is accomplished through the Staffing groups page, where individual groups can be deleted via row-level options or multiple groups can be selected and deleted simultaneously using the bulk delete function. These capabilities support workforce capacity planning and organizational resource allocation within Genesys Cloud's staffing management framework.

PrerequisitesClick to expand

You can add new staffing groups or edit existing staffing groups. When you edit staffing groups you can edit the staffing group name, add additional agents to a staffing group, remove agents from a staffing group, assign new planning groups to a staffing group, or remove planning groups from a staffing group. You can also delete staffing groups.

Add a staffing groupClick to expand

Edit a staffing groupClick to expand

To edit a staffing group, perform the following steps:

Click Admin.
Under Workforce Management, click Staffing Groups.
Click Menu > Workforce Management > Capacity Planning > Staffing Requirements.
In the upper right corner, click the Business Unit/Management Unit list and select the business unit/management unit.
In the staffing group list, click the staffing group that you want to edit.
In the Staffing Group detail page, edit the details as required. For more information, see Add a staffing group.

Delete a staffing groupClick to expand

You can delete a single staffing group or multiple staffing groups on the Staffing groups page. To delete a staffing group or groups, perform the following steps:

Click Admin.
Under Workforce Management, click Staffing Groups.
Click Menu > Workforce Management > Capacity Planning > Staffing Requirements.
In the upper right corner, click the Business Unit/Management Unit list and select the business unit/management unit.
Delete a single staffing group or multiple staffing groups.
- In the staffing group list, to delete a single staffing group, click available at at the end of the corresponding staffing group row.
- To delete multiple staffing groups, select the staffing groups and then click the Delete all selected above the Name column.

[NEXT] Was this article helpful?

Get user feedback about articles.