About staff types

A staff type represents a group of agents that belong to the same workgroups, handle similar interaction types, and have similar skills. Grouping agents with similar workgroups, interaction types, and skills in staff types ensure all agents in one type or category are not granted time off on the same day.

Staff types contain coverage groups. Organize coverage groups so that the agents that work similar hours are grouped together.

For more information on staff types, see the Related Topics.