Workforce Engagement Management

Hi everyone,

I have a question regarding Workforce Management.

When an agent is moved from one Management Unit to another, what happens to their historical data? Does the history move with the agent, or does it remain associated with the previous Management Unit?

How do you usually handle this scenario?

Thanks in advance!

Hi Raphael,

this is what Resource Center says:

• When you move an agent from one management unit to another within the same business unit, the agent will still be visible within the same business unit schedule. After the agent moves to another management unit, any new adherence information exists under the new management unit. Historical adherence data will be visible in the new management unit historical adherence view. After the agent moves to another management unit, any new schedule and adherence information exists under the new management unit.
• When you move an agent from one management unit to another management unit in a different business unit, the schedule and adherence information remains with the original management unit and business unit. However, historical adherence is no longer visible in the original management unit. This process allows the supervisor to view the agent in the same spot on the schedule before they moved business and 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.
• When you move an agent from one management unit to another management unit, the schedulable value will be the value that was updated last.
• Time-off requests 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.

Thanks,

Hi Robert and Lilian,

Thank you both for the clarification and for sharing the Resource Center reference.

Your information was extremely helpful and clarified all my questions.

Thank you both for your time and support!