Add a business unit

PrerequisitesClick to expand

Business units allow customers to configure agents who share queues into one or more management units. Business unit configuration in Genesys Cloud includes four tabs: General, Forecasting, Scheduling, and Alternative Shifts. To know more about each configuration, click the corresponding tab.

General configuration

Select the business unit’s start day of the week, time zone, and division.

Note: After you create the business unit, you cannot change the start day of the week or the time zone. If you need to modify a business unit for these parameters, create a new business unit and configure it to match the previous one.

Use business units to organize agents and apply permissions to meet business needs. Click to know how to add a new business unit.

Add a new business unitClick to expand

To add and configure a business unit, perform these steps:

Click Admin.
Under Workforce Management, click Business Units.
Click Menu > Workforce Management > Workforce Management Configuration > Business Units.
Click Add. The Business Units page opens to the General tab.
In the General tab, do the following:
1. In the Business Unit Name text box, type a name for the business unit.
2. In the Start Day of the Week list, select the business unit’s starting day.
3. To change the forecasting time to a time zone other than local time, under Time Zone select the appropriate time zone.
  Note: The default time zone is the current location’s time zone. When you specify a time zone for your business unit, ensure that the time zone observes Daylight Saving Time (DST). For example, if you use the America/New_York time zone, which accounts for local DST shifts, the data automatically adjusts between UTC-04:00 and UTC-05:00 during March and November, respectively. Genesys recommends this option if you want your data to adjust automatically with daylight saving time. Only use the Eastern Standard Time (EST) designation if the time remains fixed at UTC-05:00 throughout the year, without any adjustment for DST. This setting ensures that the time stays consistent and does not change with the seasons.
4. To change the division associated with this business unit, click the Division list make the appropriate selection.
  Note: The default division is Home.
In the Forecasting tab, do the following:
1. In the Historical Weeks field, use the arrows to select, in forecasting, the number of weeks before the forecasted week to determine the specified week’s data.
In the Scheduling tab, do the following:
1. In the Activity Smoothing section, do the following:
  - In the Default Activity Smoothing field, select the required option. The default selection is already selected.
  - In the Schedule Variability field, indicate if the system can include randomization to the agents’ schedules to ensure that there shift combinations do not repeat.
2. In the Service Goal Impact section, set the percentage increase and decrease values for service level, average speed of answer, and abandonment rate. For more information about setting service goals, see Service goal templates overview.
3. Enable the Time-Off Synchronization checkbox, to enable time-off synchronization so that, when payable hours for a time-off activity are edited in a schedule, the corresponding time-off request is also updated.
  Note: The time-off activity must have been added to the schedule because of a time-off request getting approved. Time-off activities that are manually added to the schedule do not automatically create a time off request and therefore there is not a time off request for the system to update.
4. In the Scheduling Granularity field, select the increment. This field is set to five minutes by default and you can change it to one minute depending on the requirement.
  Note: When you use one-minute granularity and flexible shifts, only the Shift start/end times and min/max paid hours are one-minute granularity. For more flexibility, the recommended selection is to continue with the existing five-minute granularity/increment start times and paid hours logic.
5. In the Validation Message Severities section, configure the message severities of the validation messages.
In the Alternative Shifts tab, do the following:
1. In the Enable Alternative Shifts field, enable the toggle to activate the alternative shifts feature.
2. In the Alternative Shift Starts field, set the minimum request period before the alternative shift start time using the Hours and Minutes fields.
3. In the Protected Activities section, select the activity categories to include in the alternative shifts.
In the Notifications tab, do the following:
1. In the Scheduled Activity Notifications field, enable or disable the out of adherence and early reminders for each scheduled activity category.
2. In the Send Early Reminders field, use the up and down arrows to set the interval of time based on which the early reminders are sent to the agent. For example, if you set this field to 5 minutes, reminders are sent to the agent 5 minutes before the scheduled activity.
Click Save.

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Add a business unit

General configuration

Forecasting configuration

Scheduling configuration

Alternative shifts configuration

Notification configuration

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