You can move one or more management units to another business unit.

When an agent belongs to a work plan rotation, moving that agent’s management unit to another business unit impacts the agent work plan assignment during the scheduling process.

For example, consider this scenario with the following constraints: 

  • Business unit: MondayBU (the start day of the week is Monday)
  • The management unit belongs to the MondayBU business unit
  • Work plan rotation start date : October 19, 2020 (Monday)
  • Agent start date: October 19, 2020 (Monday)
  • Work plan pattern: WP1, WP2
  • The agent does not have a default work plan
  • Schedule period: October 19, 2020 (for two weeks)

In this scenario, the agent assignment is:

Week Work plan
1 (October 19, 2020) WP1
2 (October 26, 2020) WP2

Now consider the following changes:

  • Move the management unit to the WednesdayBU business unit
  • Change the schedule period to October 17, 2020 (for two weeks)

When you generate the schedule for the same agent, the agent’s assignment is:

Week Shift
1 (October 17, 2020) <empty>
2 (October 24, 2020) WP2

In the first week, because the agent is not fully available in that week, the scheduling engine does not schedule the agent. The agent’s start date is October 19, 2020 but the schedule start date is October 17, 2020.

To move a management unit, perform the following steps:

  1. Click Admin.
  2. Under Workforce Management, click Management Units.
  3. Select the management unit or units to move to another business unit.
  4. Click Move .
  5. Select a business unit.
    Note: Business units are filtered based on permissions and the capacity for the unit to accommodate management units.
  6. Click Move
Note: When you move a management unit to another business unit the empty staffing groups in that management unit are deleted. Moving the staffing groups along can result in an increase in the number of staffing groups in the destination business unit to be more than 1000 staffing groups as limits cannot be validated when staffing groups are moved.