Manage a management unit

Edit or delete your organization’s workforce management units from the Management Units tab.

Note: After you create the management unit, you cannot change the start day of the week or time zone. If you need to modify a management unit start day, create a new management unit, add the desired agents, and configure it to match the previous unit.

You cannot move a management unit into another division. To move a management unit from one division to another, see Move objects from one division to another.

  1. Click Admin.
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Optionally use the text box under Management Unit Name and search for the appropriate management unit.
  4. To edit the management unit, click the appropriate management unit’s link.
  5. Optionally edit the management unit name.
  6. Click the Scheduling tab, and make any edits to the following areas:
    1. Under Maximum occupancy % for deferred work, use the arrows to edit the maximum percentage of time filled for agents that handle both calls and deferred work.
    2. Under Planning Period Start Date, use the calendar to edit the planning period start date.
    3. Under  Planning Period Length in Weeks, use the up and down arrows to change the length of the planning period.
    4. Click Advanced Shrinkage and modify the default shrinkage percentage that the system uses when no interval level shrinkage exists. The default is zero percent:
      • To change the interval to 15, 30, or 60 minutes, click the and buttons.
      • In the Default unplanned shrinkage, box, specify the shrinkage percentage.
      • Change the percentage for specific times: Press Ctrl+Click (or Cmd+Click for MacOS) and select the appropriate times, in the Set selected values to box enter the percentage, and click Apply. For example, you may want a shrinkage value of 15 percent from 7:00 a.m. to 9:00 a.m. on Monday through Friday.  
      • Change the shrinkage by a certain percentage for specific times: Press Ctrl+Click (or Cmd+Click for MacOS) and select the appropriate times, in the Change selected values by box enter the percentage, and click Apply.
      • To return certain values to the default of zero percent, press Ctrl+Click (or Cmd+Click for MacOS) to select the appropriate times. Then, click Set selected values to default.
      • To return all values to the default of zero percent, click Set all to default.
  7. Click the Adherence tab and make any edits to the following areas:
    • Under Severe Adherence Threshold, set the number of minutes after which the system considers an agent severely out of adherence for real time adherence monitoring.
    • Under Adherence Exception Threshold, set the minimum threshold to include adherence exceptions in historical adherence.
    • Under Adherence Target, set the minimum target adherence percentage for historical adherence.
    • Under Activity Equivalency, determine whether to consider non-on queue activities as equivalent for adherence calculations.
    • Under Working Outside Shift Considered Exceptions, determine whether to count or ignore on queue status outside scheduled shift time as an adherence exception.
    • Under Ignore for Adherence, add or remove any activity categories, except for on queue, that you want to exclude from adherence calculations.
      Note: This setting does not impact conformance. Those activities do not have a positive or negative impact on adherence.
  8. Click the Time-Off Requests tab and modify the range of days for which a time-off request can be created relative to the current date:
    1. Enable or disable Submission Range Constraint.
    2. If you enable the constraint, use the Minimum and Maximum arrows to define the range of days.
  9. Click the Shift Trades tab and edit any of the following areas:
    1. Enable or disable shift trading.
    2. Enable or disable automatic system review of shift trades.
    3. Enable or disable the ability for agents to offer direct trade requests.
    4. Change the minimum number of hours until either shift is eligible for trade.
    5. Under Agent Matching Criteria Requirements, select whether agents can only trade shifts with agents in the same queue membership, language, skills, or planning group. 
    6. Under Shift Trade Rules, select whether to allow, disallow, or require administrator approval for the listed constraints.
    7. Under Activity Category Trade Rules, for the listed activity categories select whether to disallow trades, keep it with the schedule, or replace it with another activity.
  10. Click Save.

  1. Click Admin.
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Optionally use the text box below Management Unit Name and search for the appropriate management unit.
  4. Next to the management unit you want to remove click More , and then click Delete. A dialog box appears, asking you to confirm the removal. 
  5. Enter the name of the management unit you want to delete, and then click OK.