Business units overview

In workforce management, business units enable customers to organize their agents and leverage permissions to meet business needs. Business units allow customers to configure agents who share queues into more than one management unit. The agent capacity for management unit is 1,500 agents; however, business units help alleviate this limitation by providing support for 5,000 agents. Companies can organize management units based on local management, permission requirements, and more. 

Forecasts and schedules run at the business unit level, and administrators can create the most efficient schedules by factoring in coverage from all agents in more than one management unit within the business unit. In the past, Genesys workforce management limited forecasts and schedules to one management unit at a time, and any agents outside that management unit who shared queues were not automatically included in the scheduling process.

In addition to creating forecasts and schedules across multiple management units within the same business unit, administrators can configure divisions at both the business unit level (for forecasting and scheduling) and the individual management unit level (for view and edit scheduling capabilities) when agents who handle similar queues should be split under different managers in different management units.

Some examples of the feature benefits include site level management at different physical sites, different virtual managers for virtual agent groups, or groups of agents managed by a partner or outsourcer who share queues as in-house employees but have different management and work plan definitions. 

Example: Agents who handle service contacts but use a third party for assistance with these contacts

You may have internal agents who handle service contacts, but also use a partner or outsourcer to assist with the same service contacts. In this case, you can set up a service business unit, an internal management unit, and a partner management unit. You handle the forecasting and scheduling at the business unit level, but local management teams for the internal and partner management units can edit schedules locally for schedule activities, in addition to configuring work plans and shifts, and applying work plan constraints for the respective management units. 

Example: Separate parts of the business that do not share contacts

A common use case for business units supports a customer requirement to separate parts of the business that do not share contacts. In this situation, you can set up a different business unit for each part of the company. For example, configure separate Insurance and Banking business units for different divisions and ensure that users do not have permission to see each business unit. In this case, create separate forecasts and schedules for each business unit. Then as mentioned in the previous example, if agents within a business unit share queues that fall under different managers, you can separate them into more than one management unit. 

For more information about business units, see the following articles.