Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Business Units Consolidation

    Posted 12-16-2021 23:31
    No replies, thread closed.
    Hi all, 

    I work in a business where we use Genesys Cloud CX for our contact centre. Currently each department of the contact centre has its' own Business Unit with one Management Unit listed under it. 
    Ideally I believe the contact centre should operate as one Business Unit with a Management Unit setup for each department.

    What factors do you think I should take into consideration when looking at consolidating to one Business Unit? 
    I am aware I will need to re-create work-plans and any existing schedules when I move them but I wonder if anything else comes to mind? 

    Thank you for your advice,

    Isabella
    #ArchitectureandDesign
    #PlatformAdministration
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Isabella Clutterham
    Workforce Coordinator - Customer Relationship Centre
    BEYOND BANK AUSTRALIA
    ------------------------------


  • 2.  RE: Business Units Consolidation

    Posted 12-17-2021 06:38
    No replies, thread closed.

    On an MU move, the work plans associated with that MU will move as well.

    At the bottom are some resource articles that might be helpful and the last two note impact/effects of agent and or MU moves.

    The first resource article mentions some benefits of BU. These along with others (e.g., time zones) generally are the reasons of why to have separate BUs.

    "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."

    https://help.mypurecloud.com/articles/business-units-overview/
    https://help.mypurecloud.com/articles/business-unit-key-principles/
    https://help.mypurecloud.com/articles/manage-agents-in-a-management-unit/ - note section notes impacts/effects
    https://help.mypurecloud.com/articles/move-a-management-unit/ - collapsible section at top notes impacts/effects



    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


Related Content