What is a best practice when configuring Planning Groups?

Creating combinations only when agents can handle the full combination that you include in the planning group is a best practice because it ensures that the staffing is aligned with the capabilities of the agents assigned to that group. This practice improves scheduling efficiency and enhances overall service quality by ensuring that all media types included in the planning group can be managed competently by the assigned agents. It prevents situations where agents are assigned to handle multiple types of work that they may not be proficient in, leading to inefficiencies or service disruptions.

Overall, this approach helps maintain a level of operational effectiveness and supports the organization in meeting its service level agreements (SLAs) while optimizing the skills and expertise of the workforce.