Work with agents in a management unit


Prerequisites

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. 

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.

Before you begin, make sure that you select the appropriate management unit from the list, located in the upper right corner.

  1. Click Admin.
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Under Configuration, click Agents.
Icon or column Description
Remove Remove an agent from the management unit.
Add   Open the Add Agents dialog box and add one or more agents to a management unit.
Sync Changes Update the currently associated queues, languages, and skills associated to the agents in the management unit. Syncing changes also updates workforce management’s understanding of which agents to schedule with load-based by checking for the current Workforce Management > Agent Schedule > Utilize Load-Based permission on agent roles.
More To remove an agent from the management unit, click this button and from the menu that appears, select Delete.
Agent column Lists agents currently part of the selected management unit. 

For more information about agents in workforce management, see the tasks outlined in the following articles.

Task Description
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.