Workforce management and divisions overview

This article describes how divisions work in workforce management.

Key concepts of divisions and workforce management

This section describes how divisions work in workforce management, the entities and where they belong in business unit levels or management unit levels, and user access within divisions.

Understand how divisions work 

• Use divisions in workforce management to divide access control.For example, think of divisions as controls that you use to limit which business units and management units appear in the list in the upper right corner of workforce management pages.
• In workforce management, the division that a user belongs to only matters in the context of moving users between management units. After the user is associated to the management unit, it is important to understand the divisions in which the management unit or business unit belong.
• All supervisor permissions are associated with divisions, but all agent permissions are not. Agents can view the pages or entities that belong to them, regardless of divisions.
• Business units can only belong to one division. By default, this division is Home. Management units can only belong to one division. By default, this division is also Home. However, the management unit does not have to belong to the same division as the business unit.
• A division can contain multiple business units and multiple management units.

Entities in workforce management are at the business unit or management unit level

Most entities in workforce management are at either the business unit level or the management unit level, with some exceptions.

• Work plans and time off requests are always associated with the management unit level. You can grant permissions that relate to these features in management unit level building blocks. Permissions that you grant at the business unit level are equivalent to granting permissions to all management units.
• Forecasts are associated at the business unit level. Forecasts are created for entire business units in Genesys Cloud. As such, you must grant forecasting permissions at the business unit level, as granting them at the management unit level will not impact access control. 
• Schedules are unique because they are associated at the business unit level, but workforce management also supports access control at the management unit level. You grant access to workforce management schedules the same way that you grant access to time off requests. When you grant schedule access at the management unit level, you only give access to that management unit. When you grant schedule access at the business unit level, you also grant access to all management units. However, some minor differences exist; for example, the user needs the Workforce Management > Schedule > Edit permission at the business unit level to generate a schedule, reschedule, or publish for the first time.
• You need a unique division for every unique access control building block you need.

User access in the context of divisions

• You give users access to certain permissions in the context of a division building block.

For example, when you grant a user the Workforce Management > Schedule > View permission in Division 1, this user can view all of the schedules in all business units and management units that are associated with that division, regardless of the division to which those scheduled users belong. As another example, you can give a supervisor the Workforce Management > Schedule > Edit permission in Division 3, which is the supervisor’s division, but you can grant only the Workforce Management  > Schedule > View permission in the company’s other divisions.

• You need a unique division for every unique access control building block you need.

For example, if some users only need access to schedules for people in Management Unit 1, then create a division that only includes Management Unit 1 and no other management units or business units. Anything else in this division has no impact on workforce management. Or, if you only want to separate access control at the business unit level, then just create one division per business unit. You can use these divisions for separating queues, flows, and so on, because you don’t need divisions for workforce management only.  

Divisions and workforce management notifications

Only supervisors that can act on an object receive notifications about it.

For example, time-off request approval notifications route to supervisors or users who have the Workforce Management > Time Off Request > Edit permission for the management unit to which the requesting agent belongs. The same scenario applies for shift trade approval notifications.

The division to which the submitting agent or supervisor belongs has no impact on these notifications. The two key points are a) the management unit to which the agent belongs and b) whether the approving supervisor has a role with the Workforce Management > Time Off Request > Edit permission for the division that contains the agent’s management unit.

Examples

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