Workforce Engagement Management

Currently we have two management units for one of the Businesses in our organization: MU A and MU B. Right now they each are set up under separate business units in WFM. Both business units are aligned under the same division. Our plan is to move MU A to the same business unit as MU B so that both management units will be combined in one schedule and we will be forecasting for combined volume as both MUs are answering calls from the same queues. We are planning to combine the schedules as of the May 8 schedule generation. There are a number of questions that we need answered to ensure this change will go as smoothly as possible:

Once the MU A has been moved to the MU B business unit will the MU A agents still be able to see their current schedules under the MU A BU?

We have a process whereby schedules are uploaded to our payroll program for each pay period. Will we still be able to pull scheduling information via API from the MU A BU?

When agents view the complete schedule under Admin - workforce management will the MU A agents be able to view the MU B and vice versa? (We would prefer they cannot as they should not be requesting shift trades across MUs)

Thanks in advance!


#Genesys Cloud CX
#Workforce Management

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Paul Soulodre
Alberta Motor Association
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Hi Paul,

I see you've not had a response to your question - I am currently reaching out to see if anyone can help.

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Tracy
Genesys
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Hi Paul,

 Apologies for the delay in getting an answer to you.

Once the MU A has been moved to the MU B business unit will the MU A agents still be able to see their current schedules under the MU A BU?
No, the schedule "belongs" to the BU so when the MU is moved the Schedule is left behind with the old BU. The thinking behind this is that typically when an MU moves BU the work will change in line with the new BU and a new schedule will be required.

We have a process whereby schedules are uploaded to our payroll program for each pay period. Will we still be able to pull scheduling information via API from the MU A BU?
Yes, the schedule information will pull from BU 1 up to the change then BU 2 from the change.

When agents view the complete schedule under Admin - workforce management will the MU A agents be able to view the MU B and vice versa? (We would prefer they cannot as they should not be requesting shift trades across MUs)

Potentially yes, this very much depends on your configuration of Divisions and Roles

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Paul Wood
Genesys - Employees
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Hi Paul,

Thanks so much for your response and don't worry about the delay. I understand that agents from MU A will no longer be able to view their schedules under "My Performance" after MU A has moved to the BU for MU B. However, if both BUs are in the same division and agents have permissions to view schedules under Admin - Workforce Management - Schedules would they not be able to view their schedules by navigating to schedules and selecting their former BU? I tested this by configuring a test user as an agent in MU A and it seemed to work but wanted to confirm.

Thanks Again

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Paul Soulodre
Alberta Motor Association
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Original Message:
Sent: 03-24-2022 06:31
From: Paul Wood
Subject: Questions Regarding moving MU to another BU

Hi Paul,

 Apologies for the delay in getting an answer to you.

Once the MU A has been moved to the MU B business unit will the MU A agents still be able to see their current schedules under the MU A BU?
No, the schedule "belongs" to the BU so when the MU is moved the Schedule is left behind with the old BU. The thinking behind this is that typically when an MU moves BU the work will change in line with the new BU and a new schedule will be required.

We have a process whereby schedules are uploaded to our payroll program for each pay period. Will we still be able to pull scheduling information via API from the MU A BU?
Yes, the schedule information will pull from BU 1 up to the change then BU 2 from the change.

When agents view the complete schedule under Admin - workforce management will the MU A agents be able to view the MU B and vice versa? (We would prefer they cannot as they should not be requesting shift trades across MUs)

Potentially yes, this very much depends on your configuration of Divisions and Roles

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Paul Wood
Genesys - Employees
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