Manage planning groups

You can make changes to an existing planning group, including editing the planning group name, changing service goal template and media type selections, and modifying or changing route path associations.

Notes:
  • If you combine multiple route paths into the same planning group, workforce management treats them as one bucket for forecasting, and the schedule generation process looks for agents who can handle the entire planning group, not individual pieces of it.
  • If you select the <None> option under Language, this configuration specifically means that there is no language setting on the interaction. This selection does not mean any language, which is not currently an option.
  • If you select the <None> option under Skill Set, this configuration specifically means that there is no skill setting on the interaction. This setting does not mean “any” skill, which is not currently an option.
  • Best practice recommends that you only add a route path manually for newly configured route paths. Use the search feature to more easily add route paths that include historical data. If you add a route path to a planning group that an agent cannot handle, the agent is not scheduled to do any work in the planning group.

Edit a planning group

  1. Click Admin.
  2. Under Workforce Management, click Planning Groups.
  3. From the Business Unit list, located in the upper right corner, select the business unit.
  4. Click the planning group you want to edit.
  5. Make any planning group name changes, service goal template, or media type selections.

Edit a planning group’s route path associations

  • The number of agents that match the planning group against the number of agents in the business unit appears above the Route Path Associations table.
  • If you combine route paths into the same planning group, workforce management treats them as one bucket for forecasting. Combining low volume paths can reduce planning work and improve forecasts.
  • The system searches across all business units for a route path association. This information appears in the Route Path Associations table’s Planning Group Associations column and the Search and Replace Route Paths dialog box’s table.
  • To make sure that route paths associated with a single planning group in the current business unit do not appear in the list, select the Hide route paths currently associated with a planning group in this business unit check box.
  • To make sure that route paths associated with a planning group in any business unit do not appear in the list, select the Hide route paths currently associated with a planning group in any business unit check box.
  • If you do not have the Planning Groups > View permission for a business unit, the system does not consider that business unit for a route path association.
  • The current business unit’s planning group appears first under the Route Path Associations table’s Planning Group Associations column and in the Search and Replace Route Paths dialog box’s table.

  1. Click Admin.
  2. Under Workforce Management, click Planning Groups.
  3. From the Business Unit list, located in the upper right corner, select the business unit.
  4. Select the planning group that contains the route path associations you want to edit.
  5. To edit an existing route path association, do the following:
    1. Next to the route path click More .
    2. From the menu that appears, click Edit. The Search and Replace Route Path dialog box opens.
    3. To search for and replace the route path with existing ones, do the following:
      1. Select Search for route paths that have offered interactions in past 6 weeks.
      2. Select the queue, language, and skill set.
      3. Choose the appropriate route paths.
      4. Click Save
    4. To replace the route path and manually add a new one:
      Note: Selecting a route path with no offered interactions causes issues with forecasting, scheduling, and intraday monitoring. Best practice recommends searching for route paths instead of manually adding them.
      1. Select Manually replace route path.
      2. Select the queue, language, and skill set.
      3. Click Save.

Delete a planning group’s route path associations

To delete an existing route path associated with the planning group, do the following:

  1. Click Admin.
  2. Under Workforce Management, click Planning Groups.
  3. From the Business Unit list, located in the upper right corner, select the business unit.
  4. Select the planning group that contains the route path associations you want to delete.
  5. Next to the route path association you want to delete, click More .
  6. From the menu that appears, click Delete

Move a planning group’s route path associations

  1. Click Admin.
  2. Under Workforce Management, click Planning Groups.
  3. From the Business Unit list, located in the upper right corner, select the business unit.
  4. Next to the planning group that contains the route paths you want to move, click More .
  5. From the menu that appears, click Move route path(s).
  6. Under Target Planning Group, select the planning group to which you want to move route paths.
  7. Under Route Path Associations, select the route path associations you want to move to another planning group.
  8. Click Move.

Delete a planning group

  1. Click Admin.
  2. Under Workforce Management, click Planning Groups.
  3. From the Business Unit list, located in the upper right corner, select the business unit.
  4. Next to the planning group you want to delete, click More .
  5. From the menu that appears, click Delete.
  6. Click Yes.