Limit the number of agents to schedule

The Maximum Staffing Groups page enables you to set a cap on how many of the agents that are assigned to the group can be scheduled to work at the same time.

EXAMPLE   Your contact center has 200 agents available to work but seating for only 100 agents. You cannot schedule more than 100 agents at any one time. To ensure that schedules accommodate this limit, you set up a maximum scheduling group that includes your 200 agents and that sets the simultaneous scheduling limit to 100 agents.

When you run a schedule for agents who are subject to the limitation of a maximum staffing group and the limit is reached, no further agents can be scheduled. A schedule is not created that week for agents outside the maximum limit, even if it violates those agents’ personal min/max hour profile or work shift rotation. The schedule runs normally for other agents and might complete with a status of “Partial Success.” The user request detail page (see View server requests from WFM users) lists those agents who could not be scheduled because of the maximum staffing limitation.

When a maximum staffing group is configured, the limitation it sets is taken into account in all areas that create or modify schedules. These areas include the following:

• Running a schedule
• Creating a dynamic schedule event
• Approving schedule trades and offers
• Approving mentoring, exception, and time off requests
• Copying schedule activities
• Automatically or manually approving intraday dynamic scheduling
• Editing agent schedules on the Agent Schedule page
• Changes made through the Schedule Edit Management page

The system rejects attempts to change schedules that will violate the maximum staffing limit restriction. If you still want to change the schedule, you can make other schedule changes that will resolve the issue (for example, moving other agent’s activities) and try your original schedule change again.

Agent shifts that are subject to a maximum staffing group limitation include all activities except for No Schedule, Not Available, and Available activities.

Exceptions, which are included when considering a maximum staffing group limitation, are a special case. Some exceptions, such as vacations, do not require an agent to be occupying a contact center seat. That agent’s presence should not count towards the maximum staffing group limit. In order to distinguish between exceptions that should count and those that should not, an exception can be configured as requiring a workstation. See Manage exceptions for more information.

Field descriptions

The Maximum Staffing Groups page allows you to create, edit, and delete maximum staffing groups.

The fields on the page when you create, edit, or delete a maximum staffing group are described below.

Field	Description
Maximum Staffing Group Name	The unique name for the maximum staffing group.
Maximum Staffing Limit	The maximum number of agents who can work simultaneously at any one time.
Assign Agents	Move agents from the Available to the Assigned panes to assign them to the maximum staffing group.