Prerequisites
  • Workforce Management > Business Unit > Add permission

Business units allow customers to configure agents who share queues into one or more management units. Business unit configuration in Genesys Cloud includes three tabs: General, Forecasting, and Scheduling.

General configuration

Select the business unit’s start day of the week, time zone, and division.

Note: After you create the business unit, you cannot change the start day of the week or the time zone. If you need to modify a business unit for these parameters, create a new business unit and configure it to match the previous one.

Forecasting configuration

Select the number of weeks before the forecasted week to determine the specified week’s data.

Note: If the forecast is in the future, the number of weeks that the system uses for source data is the number of historical weeks up to the current day. For example, if today’s date is March 1 and you select to forecast for the week of March 30, the system uses six weeks before March 1. If you select to forecast for the week of January 1, the system uses the six weeks before January 1.
 

Scheduling configuration

This tab contains the feature toggles you can use to set service goal impact, time off synchronization, and the different schedule generation warnings you can encounter during validation.

  • In the Service Goal Impact section, enter the percentages of the upper and lower service goal differences that you accept for the Service Level, Average Speed of Answer, and Abandonment Rate goals used by automated and self-scheduling features. These percentages apply to the service goals values that you configure in the Service Goal Template.
  • In the Time-Off Synchronization section, select the option to enable the time off synchronization whenever there are changes in the  scheduled paid time schedule of the agent. The system updates the time off requests again based on the modified payable time in the schedule.
  • In the Validation Messaging Severities section, configure the reporting severity for the business unit’s schedule generation validation warnings. Each message is automatically set to a default; however, you can set your own desired level of severity.
    • Error: The highest priority that you can set on a message.
    • Information: The lowest priority that you can set on a message.
    • Warning: The priority is higher in severity than Information, but lower than Error.
    • Ignore: The message does not appear during a work plan or schedule generation result.

Use business units to organize agents and apply permissions to meet business needs. To add and configure a business unit, perform these steps:
  1. Click Admin.
  2. Under Workforce Management, click Business Units.
  3. Click Add . The Business Units page opens to the General tab.
  4. In the General tab, do the following:
    1. In the Business Unit Name text box, type a name for the business unit.
    2. In the Start Day of Week list, select the business unit’s starting day.
    3. To change the forecasting time to a time zone other than local time, under Time Zone select the appropriate time zone. 
      Note: The default time zone is the current location’s time zone. 
    4. To change the division associated with this business unit, click the Division list make the appropriate selection. 
      Note: The default division is Home.
  5. In the Forecasting tab, do the following:
    1. Under Historical Weeks, use the arrows to select, in forecasting, the number of weeks before the forecasted week to determine the specified week’s data. 
  6. In the Scheduling tab, do the following:
    1. In the Service Goal Impact section, set the percentage increase and decrease values for service level, average speed of answer, and abandonment rate. For more information about setting service goals, see Service goal templates overview.
    2. Enable the Time-Off Synchronization checkbox, to synchronize payable time between schedules and time-off requests.
    3. In the Validation Message Severities section, configure the message severities of the validation messages.
  7. Click Save.