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In workforce management, business units enable customers to organize their agents and leverage permissions to meet business needs. Business units allow customers to configure agents who share queues into more than one management unit. The agent capacity for management unit is 1,500 agents; however, business units help alleviate this limitation by providing support for 5,000 agents. Companies can organize management units based on local management, permission requirements, and more.
In addition to creating forecasts and schedules across multiple management units within the same business unit, administrators can configure divisions at both the business unit level (for forecasting and scheduling) and the individual management unit level (for view and edit scheduling capabilities) when agents who handle similar queues should be split under different managers in different management units.
Some examples of the feature benefits include site level management at different physical sites, different virtual managers for virtual agent groups, or groups of agents managed by a partner or outsourcer who share queues as in-house employees but have different management and work plan definitions.Hope the above helps.
Thank you Jay for this explanation, very useful. I had doubts because of the Time Zone setting in the BU but now I'm clear there's no need to do that.
We have some agents sharing queues in Illinois (CST) and some of them in Florida (EST), so if the DST is not a problem (same 60 min bias), an according to what you said, I wouldn't even need a different Management Unit which is where I define the work plans/shifts?
My concern is when defining shifts, let's say there's a shift that starts at 8 AM based on Eastern Time which is actually 7 AM CST. I want to make sure we are not going to have conflicts or wrong schedules because bad shift start time definitions. If we schedule 2 agents for starting at 8 AM EST, the agent in EST should see in his schedule 8 AM but the agent in CST should see 7 AM.
I was thinking of defining 2 different MU, one for Illinois and another for Florida and in each of them define the correct/equivalent start times for shifts in their Work Plans. But now I'm not sure if I don't even need to create a different MU.
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