Workforce Engagement Management

Unfortunately, this is one of the biggest issues I have with the Genesys implementation of Management Units and Business Units.

1. This is going to be an issue every time you move agents between MUs. For our implementation, we have agents broken into Line of Business - Medicaid plans, Medicare plans, etc. - and we do a large amount of cross-training to utilize economies of scale. So with the Genesys implementation, we have to be very selective of how we organize our teams, and very selective of when we move agents between MUs.
2. I'm unsure of which Idea Portal you found, so I can't comment on what was changed. What I can say is that within about 3 months of our onboarding to Cloud, they increased the BU/MU limits (previously, we could only have a max of 10 MUs in 1 BU - this is now 20 MUs). We had to create a 3rd BU due to the number of MUs we need (which we also found ways to combined LOBs to reduce that count) but haven't been able to recombine the 2 BUs that were separated because of this data loss issue. 

Hey Gene thank you for sharing as I didn't realize the MU limit had been increased to 20. Do you know when this changed? 

@Genesys FYI this resource center article still says that the maximum is 10 MUs. 

Unfortunately, this is one of the biggest issues I have with the Genesys implementation of Management Units and Business Units.

1. This is going to be an issue every time you move agents between MUs. For our implementation, we have agents broken into Line of Business - Medicaid plans, Medicare plans, etc. - and we do a large amount of cross-training to utilize economies of scale. So with the Genesys implementation, we have to be very selective of how we organize our teams, and very selective of when we move agents between MUs.
2. I'm unsure of which Idea Portal you found, so I can't comment on what was changed. What I can say is that within about 3 months of our onboarding to Cloud, they increased the BU/MU limits (previously, we could only have a max of 10 MUs in 1 BU - this is now 20 MUs). We had to create a 3rd BU due to the number of MUs we need (which we also found ways to combined LOBs to reduce that count) but haven't been able to recombine the 2 BUs that were separated because of this data loss issue. 

Hey Gene thank you for sharing as I didn't realize the MU limit had been increased to 20. Do you know when this changed? 

@Genesys FYI this resource center article still says that the maximum is 10 MUs. 

Unfortunately, this is one of the biggest issues I have with the Genesys implementation of Management Units and Business Units.

1. This is going to be an issue every time you move agents between MUs. For our implementation, we have agents broken into Line of Business - Medicaid plans, Medicare plans, etc. - and we do a large amount of cross-training to utilize economies of scale. So with the Genesys implementation, we have to be very selective of how we organize our teams, and very selective of when we move agents between MUs.
2. I'm unsure of which Idea Portal you found, so I can't comment on what was changed. What I can say is that within about 3 months of our onboarding to Cloud, they increased the BU/MU limits (previously, we could only have a max of 10 MUs in 1 BU - this is now 20 MUs). We had to create a 3rd BU due to the number of MUs we need (which we also found ways to combined LOBs to reduce that count) but haven't been able to recombine the 2 BUs that were separated because of this data loss issue. 

The change occurred with the July 26, 2023 update cycle.

https://community.genesys.com/discussion/genesys-cloud-release-notes-july-26-2023

Hey Gene thank you for sharing as I didn't realize the MU limit had been increased to 20. Do you know when this changed? 

@Genesys FYI this resource center article still says that the maximum is 10 MUs. 

Unfortunately, this is one of the biggest issues I have with the Genesys implementation of Management Units and Business Units.

1. This is going to be an issue every time you move agents between MUs. For our implementation, we have agents broken into Line of Business - Medicaid plans, Medicare plans, etc. - and we do a large amount of cross-training to utilize economies of scale. So with the Genesys implementation, we have to be very selective of how we organize our teams, and very selective of when we move agents between MUs.
2. I'm unsure of which Idea Portal you found, so I can't comment on what was changed. What I can say is that within about 3 months of our onboarding to Cloud, they increased the BU/MU limits (previously, we could only have a max of 10 MUs in 1 BU - this is now 20 MUs). We had to create a 3rd BU due to the number of MUs we need (which we also found ways to combined LOBs to reduce that count) but haven't been able to recombine the 2 BUs that were separated because of this data loss issue. 

@Jay Langsford or @Chuck Swain  

When an agent is moved from one MU to another MU in the SAME BUSINESS UNIT, is there a reason that their real-time activity and schedule history goes away? They're still in the same business unit, therefore the same schedule, and should then have the same schedule capabilities and realtime monitoring.  Is this expected or an unexpected experience?  I can understand how moving them from one BU to another, but am struggling to understand the current functionality. 

Below is a screenshot where I moved myself from one MU to another within the Same BU.  It is registering my scheduled code, but showing my adherence status as "unscheduled" and this is not the only issue I think Johnathon is experiencing, but is a root concern.  Is there anything we can do to remedy this? 

Shelby, 

Moving an agent to a new MU requires the agent to be assigned a workplan (in the new MU) then schedule generated for that agent in order to have an active schedule and collect adherence.

1. Remove agents schedule after MU move.
2. Generate a reschedule using Add Agent if you intend to merge the agent back into the schedule as part of the new MU
3. Publish

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Chuck Swain
Genesys
WEM Leadership
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Original Message:
Sent: 03-12-2024 16:38
From: Shelby Cronk
Subject: Move Agents from one MU to another.

@Jay Langsford or @Chuck Swain  

When an agent is moved from one MU to another MU in the SAME BUSINESS UNIT, is there a reason that their real-time activity and schedule history goes away? They're still in the same business unit, therefore the same schedule, and should then have the same schedule capabilities and realtime monitoring.  Is this expected or an unexpected experience?  I can understand how moving them from one BU to another, but am struggling to understand the current functionality. 

Below is a screenshot where I moved myself from one MU to another within the Same BU.  It is registering my scheduled code, but showing my adherence status as "unscheduled" and this is not the only issue I think Johnathon is experiencing, but is a root concern.  Is there anything we can do to remedy this? 

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Shelby Cronk
C1