Manage a management unit
The following permissions:
- Workforce Management > Management Unit > View
- Workforce Management > Management Unit > Edit
Use the Management Units tab to edit or delete your organization’s workforce management units.
You can change a Management Unit division in the Management Unit edit page with the required permissions. To move a management unit from one division to another from the divisions page, see Move objects from one division to another.
To edit a management unit, perform these steps:
- Click Admin.
- Under Workforce Management, click Management Units. The Management Units page opens.
- Optionally use the text box under Management Unit Name and search for the appropriate management unit.
- To edit the management unit, click the appropriate management unit’s link.
- Optionally edit the management unit name.
- Click the Scheduling tab, and make any edits to the following areas:
- 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.
- Under Planning Period Start Date, use the calendar to edit the planning period start date.
- Under Planning Period Length in Weeks, use the up and down arrows to change the length of the planning period.
- 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.
- 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 Scheduled Activities to 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.
- 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:
- Enable or disable Submission Range Constraint.
- If you enable the constraint, use the Minimum and Maximum arrows to define the range of days.
- Click the Shift Trades tab and edit any of the following areas:
- Enable or disable shift trading.
- Enable or disable automatic system review of shift trades.
- Enable or disable the ability for agents to offer direct trade requests.
- Change the minimum number of hours until either shift is eligible for trade.
- Under Agent Matching Criteria Requirements, select whether agents can only trade shifts with agents in the same queue membership, language, skills, or planning group.
- Under Shift Trade Rules, select whether to allow, disallow, or require administrator approval for the listed constraints.
- 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.
- Click Save.
- Click Admin.
- Under Workforce Management, click Management Units. The Management Units page opens.
- Optionally use the text box below Management Unit Name and search for the appropriate management unit.
- 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.
- Enter the name of the management unit you want to delete, and then click OK.