Manage agents in a management unit


Prerequisites

The following permissions:

  • Workforce Management > Agents > Edit, and View

You can add up to 1000 agents to a management unit.

Note: When you move an agent from one management unit to another, the schedule and adherence information remains with the original management unit. This process allows the supervisor to view the agent in the same spot on the schedule before they moved 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.

Time off requests, however, 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, PureCloud 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 Management Units. The Management Units page opens.
  3. Under Configuration, click Agents.
  4. In the upper right corner, click the list and select the management unit for which you want to add agents.
  5. Click Add. The Add Agents page opens.
  6. To add agents individually, do the following:
    1. Click Agent.
    2. Click in the box below Agent and begin typing a few letters of the agent’s first or last name.
    3. Select the name from the list. The agent name moves to the Agents to Add area.
    4. Repeat this step for each additional agent to add to the management unit.
  7. To add agents by queue, do the following:
    1. Click Queue.
    2. Click in the box below Queue and begin typing a few letters of the queue name.
    3. Select the queue from the list. The Add Agents dialog box opens.
      Note: By default, all agents in the queue appear in the Agents to Add list. To remove agents, click the button next to each unwanted agent. These agents move to the Available Agents list.
    4. Repeat this step for each queue that contains agents you want to add to the management unit.
    5. Click OK.
  8. Click Save.


  1. Click Admin.
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Under Configuration, click Agents.
  4. Optionally use the filter and sort parameters to narrow your search.
  5. Click to select the agent or agents you want to remove and click Delete all selected. A message appears, asking you to confirm the number of agents to remove from the management unit.
  6. Click Yes


  1. Click Admin.
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Under Configuration, click Agents.
  4. Optionally use the filter and sort parameters to narrow your search.
  5. Click . The system downloads the CSV file to your local Downloads folder.