Work with agents in a management unit
The following permissions:
- Workforce Management > Management Unit > Add, Delete, Edit, and Search
- Workforce Management > Agent > Edit, and View
You can organize agents within the contact center into management units based on the types of interactions they handle. Agents that handle the same set of interactions should belong to the same management unit. However, if there are more than 1000 “like” agents, split them across management units.
- Click Admin.
- Under Workforce Management, click Management Units. The Management Units page opens.
- Under Configuration, click Agents.
For more information about agents in workforce management, see the tasks outlined in the following articles.
|Manage agents in a management unit||Add or remove up to 1000 agents to a single management unit.|
|Filter and sort workforce management items||Depending on your view, narrow or categorize workforce management items for search purposes.|