2.2 Business Units.md

# Business Units in Genesys Cloud Workforce Management Business Units are a top-level configuration type within Genesys Cloud Workforce Management that allows you to group multiple management units into a single entity. This configuration enables organized agent management and the allocation of use...

# Business Units in Genesys Cloud Workforce Management Business Units are a top-level configuration type within Genesys Cloud Workforce Management that allows you to group multiple management units into a single entity. This configuration enables organized agent management and the allocation of user permissions tailored to an organization’s needs. ## Key Features of Business Units #BusinessUnits - **Organization of Agents and Permissions**: Business Units allow for the grouping of agents and assignment of permissions across multiple management units. Agents that share queues can be organized into separate management units within a single Business Unit. - **Capacity Expansion**: Although a management unit can support up to 1,500 agents, Business Units alleviate this limitation by supporting up to **5,000 agents** in total. - **Flexible Structure**: Business Units add flexibility by enabling management units based on specific local management needs, permissions, and requirements. ## Forecasting and Scheduling #Forecasting #Scheduling - **Centralized Forecasting and Scheduling**: Forecasts and schedules operate at the Business Unit level, allowing for efficient scheduling across all agents in multiple management units. - **Divisions and Permissions**: - **Business Unit Level**: Divisions can be configured to manage forecasting and scheduling centrally. - **Management Unit Level**: Divisions can be applied here to control view and edit permissions, ideal for cases where agents handling similar queues are split under different managers. ### Use Cases for Divisions 1. Site-level management at different physical locations. 2. Virtual managers overseeing virtual agent groups. 3. Partner-managed agent groups sharing queues with in-house employees but needing unique management and work plans. > **To access Business Units**, navigate to: `Admin > Workforce Management > Business Units` --- ## Key Principles for Business Units #KeyPrinciples When creating and managing business units, keep the following principles in mind: - **Components**: Business units contain management units, planning groups, and service goal templates. - **Agent Activity Configuration**: Agent activities can be set up at the Business Unit level. - **Use of Divisions**: Business units utilize divisions to manage permissions and configurations. - **Forecast and Schedule Generation**: You can add or generate forecasts and schedules at the business unit level, provided that Business Unit permissions are granted. - **Organizational Segmentation**: Configure separate business units for parts of the organization that do not share interactions and require distinct permissions. --- ## Best Practices for Business Units #BestPractices 1. **Queue Consistency**: Avoid assigning agents who handle the same queue to different business units. 2. **Management Unit Flexibility**: Use multiple management units within a business unit for distinct permissions or regional management. 3. **Unified Scheduling**: Create schedules that cover the entire business unit when possible. 4. **Agent Grouping**: Agents who share queues should be in the same business unit for consistent scheduling. 5. **Separate Scheduling**: For agents not sharing queues, configure them in the same or different business units depending on scheduling and permissions needs. These principles and practices ensure that Business Units provide a robust structure for managing complex workforce configurations across an organization. #Genesys #wfm