Staffing groups overview
The following permissions:
- Workforce Management > Staffing Group > Add, Delete, Edit, and View
Use workforce management 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.
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.
You can edit these staffing groups at a later stage to 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 new staffing group, specify the details, and then add the agents to the group. |
| Manage staffing groups | Change an existing staffing group, including editing the staffing group name, adding or removing members in the staffing group, and delete single or multiple staffing groups. |
