Manage agents in a management unit

Prerequisites

The following permissions:

  • Workforce Management > Agents > Edit, and View

You can add up to 1500 agents to a management unit. Adherence information is available in the schedule editor only if all the agents in the selected work team are in the same management unit, or if you select just one management unit. For more information, see View adherence information in the schedule editor.

Notes: 
  • When you move an agent from one management unit to another within the same business unit, the agent will still be visible within the same business unit schedule. After the agent moves to another management unit, any new adherence information exists under the new management unit. Historical adherence data will be visible in the new management unit historical adherence view. After the agent moves to another management unit, any new schedule and adherence information exists under the new management unit.
  • When you move an agent from one management unit to another management unit in a different business unit, the schedule and adherence information remains with the original management unit and business unit. However, historical adherence is no longer visible in the original management unit. This process allows the supervisor to view the agent in the same spot on the schedule before they moved business and management units, for historical purposes. After the agent moves to another management unit, any new schedule and adherence information exist under the new management unit.
  • When you move an agent from one management unit to another management unit, the schedulable value will be the value that was updated last.
  • Time-off requests move with the agent to the new management unit. Time-off requests are specific to agents, not management units, and should follow the agent with the move.

Note: When you add agents by queue, Genesys Cloud only considers current queue association. Future updates to queue membership do not affect the management unit. If you add or remove an agent from a queue, the system does not add or remove them from the management unit.

  1. Click Admin.
  2. Under Workforce Management, click Agents. The Agents page opens.
  3. In the upper right corner, click the list and select the management unit for which you want to add agents.
  4. Click Add. The Add Agents page opens.
  5. To add agents by queue, do the following:
    1. Click Agents assigned to a queue.
    2. Click in the Start typing… box and begin typing a few letters of the queue name.
    3. To remove selected agents in the queue and prevent them from being added to the management unit, select the check box next to each agent.
    4. Click Save.
    5. Repeat this step for each queue that contains agents you want to add to the management unit.
  6. To add agents individually, do the following:
    1. Click Specific Agent.
    2. Click in the Start typing… box and begin typing a few letters of the agent’s first or last name.
    3. To remove selected agents and prevent them from being added to the management unit, select the check box next to each agent.
    4. Click Save.
    5. Repeat this step for each queue that contains agents you want to add to the management unit.
    6. Click Save.
    7. Repeat this step for each additional agent to add to the management unit.
  7. To add agents assigned to a management unit, do the following:
    1. Click Agents assigned to a management unit.
    2. Click in the Start typing… box and begin typing a few letters of the management unit.
    3. To remove selected agents and prevent them from being added to the management unit, select the check box next to each agent.
    4. Click Save.
    5. Repeat this step for each queue that contains agents you want to add to the management unit.
    6. Click Save.
    7. Repeat this step for each additional agent to add to the management unit.
  8. Click Save.

  1. Click Admin.
  2. Under Workforce Management, click Agents.  The Agents page opens.
  3. In the upper right corner, select the management unit that contains the agents you want to delete.
  4. Select the agent or agents you want to remove and click Remove selected agent(s). A message appears, asking you to confirm the number of agents to remove from the management unit.
  5. Click Yes. 

  1. Click Admin.
  2. Under Configuration, click Agents. The Agents page opens.
  3. In the upper right corner, select the management unit that contains the agents you want to add to a work plan.
  4. Select the agents to add.
  5. Click Add Agents To Work Plan.
  6. Select the work plan to which you want to add agents.
  7. Click Save.

    1. Click Admin.
    2. Under Configuration, click Agents. The Agents page opens.
    3. In the upper right corner, select the management unit that contains the agents you want to add to a staffing group.
    4. Select the agents to add.
    5. Click Move Agents.
    6. Select Staffing Group and select an agent to move to the staffing group from the drop-down.
    7. Click Save.

    1. Click Admin.
    2. Under Configuration, click Agents. The Agents page opens.
    3. Select the required agents.
    4. Click Export . The system downloads the .csv file to your local Downloads folder.