Staffing Groups

Staffing groups are created by the ACD simulation engine during the scheduling process. It is a way of organizing agents by their workgroup membership(s), skill(s) and media type(s). During the simulation process, agents are separated into staffing groups. As each interaction is handled by the simulated ACD, it is assigned to a staffing group based on the number of agents, as a percentage of total agents, in the group. If a staffing group with the particular combination of workgroup, skill and media type does not exist, the simulator will display an error message indicating which groups do not exist and the simulator will halt execution. If staffing groups are adequate to cover the types of calls which will enter ACD, agents will increase in the headcount forecast as the number of arriving calls increase, to the point that the configured service level cannot be met.