Workforce Engagement Management

Hi Melissa,  I'd probably lean toward structuring the Management Units by supervisor, or by supervisor groups, mainly to make day-to-day visibility and follow-up easier.
The only thing I'd watch out for is the Management Unit limit within the Business Unit. I've used this approach before, but in a few cases we had to combine smaller teams under the same MU to stay within the limit (10).
I'd avoid grouping strictly by call type if agents are blended across different call types, because it can make ownership and visibility harder. Shift-based MUs could work, but only if the shifts are very stable.

Hi Melissa, we break MU by location, line of business, and contact type, so for example "Domestic, Customer Service, voice" and a second one for "BPO, Customer Service, voice". When viewing the schedule I would pull both MUs against the planning groups. Everyone in the MU may not have all the exact same skills, but they do the same type of work and generally have the same skillset. Our MUs can be larger than 70 heads, it's not a problem generally to have that many. There are a lot of sorting options, by Work Team, by "Reports To", by queue, by skill, etc. if you are trying to view the schedule a certain way or limit who you are viewing. 

Typically when I'm looking at a schedule, I want to know who can do the work without having to remember anything, hence the MU business break out. Where I work, it wouldn't make sense to view by supervisor because then well, I'd have to remember which supervisor does what, people change supervisors regularly, and I try to limit what I have to remember :). 

Hi Melissa,

One important consideration for Management Unit design is the administrative scope of the MU in Genesys Cloud WFM.
A Management Unit is not just a visibility or organizational grouping; it is also the level at which important WFM settings are managed, such as time-off management, shift trading, adherence rules, planning periods, shrinkage, and related reporting.

Because of that, one key design question should be:

Do the agents need to share the same WFM rules and administrative settings?

If yes, they are strong candidates to be in the same Management Unit.
If not, separating them into different Management Units may make more sense.

So when designing MUs, this can be one practical consideration point alongside others such as operational coverage, planning structure, and ease of administration.