Workforce Engagement Management

We're encountering a significant issue with the Management Unit limitation.

We currently utilize 10 Management Units, which is the maximum allowed, for 1 of our several Business Units. This restriction has become a major bottleneck for our operations as we need to further segment our workforce based on specific Line of Business criteria. We've tried to optimize our configuration by using Work Teams to manage Supervisor teams across multiple Lines of Business, but this doesn't address the core issue of needing additional Management Units.

We've been frustrated by Genesys' response to our request for additional Management Units. It seems like we're being forced into suboptimal solutions or facing unnecessary roadblocks.

Has anyone else encountered this issue with Genesys Cloud? Are there any workarounds or solutions you've found helpful? We're eager to find a resolution to this problem.

This is a major issue that Genesys needs to address. If we can't effectively manage our workforce, it will negatively impact our operations and our ability to provide excellent customer service.

#WFMConfiguration,BestPractices
#Workforce Management
#ScheduleManagement

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Gene Gutierrez | Workforce Coordinator
Presbyterian Customer Service Center
Albuquerque, NM
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Limits in our limit service for WFM are documented here: https://developer.genesys.cloud/organization/organization/limits#workforce-management - management.units.per.business.unit.max specifically is the one and the table has a column 'Configurable' which indicates the possibility of getting approval for an increase. To request an increase you would need to raise a ticket to Care and they should escalate to those that can review and ask questions about your configuration to determine what increase if any will be allowed.

The management unit per business unit limit only has two small possible increase amounts. What is the minimum you see needing? What is the range of the number of agents per management unit in your desired configuration?

A management unit can have as many as 1,500 agents. Management units were not intended to be a team level construct.

Instead of assuming the solution is 'I need more management units per business unit', can we step back and enumerate and examine the needs? I.e., if it is because management units give you a particular way to filter certain views, then the real solution might be to allow different filtering capabilities (e.g., staffing groups, official groups, location, reports to, work teams, planning groups, etc.) on those views.

Just for completeness on my response…other limits not in our limit service for WFM are noted here: https://help.mypurecloud.com/articles/workforce-management-supported-configuration/ - these are all hard limits

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Jay Langsford
VP, R&D
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Hi Gene, 

In addition to Jay's response, i'd just like to mention emphasize that there are other grouping mechanisms to look at.  First of all, you can configure up to 250 Business Units.  If agents don't share calls/interaction types then they can be separated into different Business Units.  Secondly we also have a new grouping mechanism in WFM called Staffing Groups.  This is a newer construct that is only used for Time Off management now but we are adding other capabilities to that grouping as it evolves.

I hope this helps.

Thank you,

Chris Johnson

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Christopher Johnson
Genesys - Employees
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