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  • 1.  Scheduling period and access at management unit level

    Posted 4 hours ago

    I'm new to Genesys Cloud scheduling and working with a business unit that contains three separate management units for different operational needs.

    Once I create a scheduling period, is it possible to open and manage schedules directly at the management unit level? Or do I need to open the full business unit and then filter or select the specific management unit within the schedule view?

    Any guidance on the recommended approach would be appreciated.


    #ScheduleManagement

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    Isabelle Bourgie
    Work Force Management, Senior Consultant
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  • 2.  RE: Scheduling period and access at management unit level

    Posted an hour ago
    Edited by Robert Tonyka an hour ago

    Hi Isabelle,

    we can say generally following:

    • Business Unit: A group of management units that are forecasted and scheduled together to optimize staffing and resource sharing.
    • Management Unit: A group of agents within a business unit that share the same workforce management rules, such as planning periods, labor constraints, adherence, and time-off policies.

    Or, even shorter:

    • Business Unit: The forecasting and scheduling boundary.
    • Management Unit: The workforce management rules boundary.

    So you do your planning following way:

    1. Build a forecast on a business Unit level
    2. Build a schedule on a business Unit level
    3. Open a schedule for a Business Unit and filter on Management unit

    Since Business and Management units are the only Division driven objects in WFM, you can also control which schedule(s) you see and even within a Schedule (BU) which part of the schedule (MU) you see.

    All the best,



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    Robert Tonyka
    Sr. Principal PS Consultant
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