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  • 1.  Setting up Management Units - Need Suggestions

    Posted yesterday

    I'm curious how others have approached structuring Management Units in a situation like this:

    We have over 100 agents in a 24/7 contact center who handle multiple call types, work across different shifts, and report to various supervisors. I'm struggling with the best way to organize Management Units.

    • Creating units by call type doesn't seem ideal since agents report to different supervisors.
    • If I group by call type anyway, I'd end up with one unit containing 70+ agents, which feels too large and difficult to manage from a scheduling/visibility standpoint.
    • I'd prefer not to organize by supervisor, since the primary goal is ensuring proper coverage, not reporting structure.
    • I've also considered grouping by shift (1st, 2nd, 3rd), but I haven't seen many examples of that approach and I'm unsure if it's best practice.

    I'd appreciate hearing how others have structured their Management Units in similar environments and what has worked well.


    #WFMConfiguration,BestPractices
    #GeneralQuestion

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    Melissa Palmer
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  • 2.  RE: Setting up Management Units - Need Suggestions

    Posted yesterday

    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.



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    Att,
    Breno Canyggia Ferreira Marreco
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