2.5 Add a Management Unit.md

# Adding a Management Unit in Workforce Management To add a Management Unit in the Workforce Management system, you must have the **Workforce Management > Management Unit > Add** permission. Management Units allow for tailored scheduling and rule-setting for specified groups of agents, supporting a...

# Adding a Management Unit in Workforce Management To add a Management Unit in the Workforce Management system, you must have the **Workforce Management > Management Unit > Add** permission. Management Units allow for tailored scheduling and rule-setting for specified groups of agents, supporting a streamlined and flexible approach to workforce management. ## Key Limits and Structure - **Maximum Management Units per Organization**: 500 - **Maximum Management Units per Business Unit**: 10 - **Maximum Agents per Management Unit**: 1,500 ## Steps to Create a Management Unit 1. **Access the Management Units Page**: - Go to the Management Units page in Workforce Management. - Click the **Add** button to start creating a new Management Unit. 2. **Configure Management Unit Settings**: - The Add Management Unit page has five main configuration tabs: - **General** - **Scheduling** - **Adherence** - **Time-Off Requests** - **Shift Trades** ### 1. General Tab - **Management Unit Name**: Enter a unique name for the unit. - **Division**: Select the division the Management Unit is associated with (default is "Home"). ### 2. Scheduling Tab - **Maximum Occupancy % for Deferred Work**: - Allows agents to receive supplemental work while waiting for primary interactions (like calls). - Example: If service levels require agents to handle calls 85% of the time and max occupancy is set to 95%, then agents can handle up to 10% deferred work. - **Note**: This setting applies only to agents configured for multitasking, not those handling only calls. - **Advanced Shrinkage**: - Accounts for agent time not spent on active interactions (e.g., breaks, meetings). - Shrinkage is calculated as: \[ \text{Expected Agents} = \text{Scheduled Agents} - (\text{Scheduled Agents} \times \text{Shrinkage Percentage}) \] - Example: With 200 scheduled agents and 10% shrinkage, 180 agents are expected to be available. ### 3. Adherence Tab - **Schedule Adherence**: Measures if agents are actively working during their scheduled times. - As a manager, monitor adherence to address inconsistencies and encourage accountability. ### 4. Time-Off Requests Tab - **Submission Range Constraint**: - Set the **Minimum and Maximum Days** for time-off requests (default: 0–90 days). - **Minimum Offset**: Between -30 and 30 days - **Maximum Offset**: Between 0 and 365 days ### 5. Shift Trades Tab - **Shift Trading**: - Allows agents to trade shifts with others, enhancing flexibility and reducing manual schedule adjustments. - Options: - **Automatic Approval** or **Queue for Review** of trade requests. - **Minimum Hours Until Either Shift Starts**: Sets the minimum hours in advance that a trade can be requested (e.g., 24 hours). - **Agent Matching Criteria**: - Criteria to determine which agents can trade shifts, such as: - **Queue Membership** - **Language** - **Skills** - **Planning Groups** - **Shift Trade Rules**: - Constraints for shift trades, including: - **Unequal Paid Hours** - **One-Sided Trades** - **Minimum/Maximum Weekly Paid Time Violations** - Rules can be set to automatically approve, deny, or require administrator review. - **Activity Category Trade Rules**: - Customize rules for specific activities within traded shifts: - **Allow Trades** with specific activities - **Replace Activities** or **Leave Unchanged** 3. **Save the Management Unit**: - Once all settings are configured, click **Save** to finalize the new Management Unit. It will then appear in the list of Management Units. --- ## Summary By using the Management Unit settings, you can efficiently organize agent groups, set customized scheduling rules, and streamline time-off and shift-trade policies. This structure promotes operational flexibility and helps align agent schedules with business needs.