Manage a management unit


Edit or delete your organization’s workforce management units from the Management Units tab.

Note: After you create the management unit, you cannot change the name, start day of the week, or time zone. If you need to modify a management unit name or start day, create a new management unit, add the desired agents, and configure it to match the previous unit.


You cannot edit a management unit’s name, starting day of the week, or time zone. You cannot move a management unit into another division. To move a management unit from one division to another, see Move objects from one division to another.

  1. 管理をクリックします。
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Optionally use the text box under Management Unit Name to search for the desired management unit.
  4. To edit the management unit, click the desired management unit’s link.
  5. Under Short-Term Forecasting and Scheduling, do the following:
    1. Under Short-term forecasting for historical weeks, use the up and down arrows to edit the number of weeks prior to the forecasted week to determine the specified week’s data.
    2. Under Maximum occupancy % for deferred work, use the up and down arrows to edit the maximum percentage of time filled for agents if they can handle both calls and deferred work.
    3. Click Unplanned shrinkage to modify the default shrinkage percentage that the system uses when no interval level shrinkage exists. The default is 0%.:
      • To change the interval to 15-, 30-, or 60-minutes, click the and buttons.
      • In the Default unplanned shrinkage, box, specify the shrinkage percentage.
      • (Optional) Change the percentage for specific times: Press Ctrl+Click (or Cmd+Click on MacOS) to select the desired times, in the Set selected values to box enter the percentage, and click Apply. For example, you may want a shrinkage value of 15% from 7:00 a.m. to 9:00 a.m. on Monday through Friday.  
      • (Optional) Change the shrinkage by a certain percentage for specific times: Press Ctrl+Click (or Cmd+Click on MacOS) to select the desired times, in the Change selected values by box enter the percentage, and click Apply.
      • To return certain values to the default of 0%, press Ctrl+Click (or Cmd+Click on MacOS) to select the desired times and then click Set selected values to default.
      • To return all values to the default of 0% click Set all to default.
  6. Under Adherence, use the up and down arrows or toggle switches to edit the following:
    • Severe adherence threshold to set the number of minutes after which an agent is considered severely out of adherence for real time adherence monitoring.
    • Adherence exception threshold to set the minimum threshold to include adherence exceptions in historical adherence.
    • Adherence target to set the minimum target adherence percentage for historical adherence.
    • Activity equivalency to consider whether non-on queue activities are equivalent for adherence calculations.
    • Working outside shift considered exceptions to count or ignore on queue status outside of scheduled shift time as an adherence exception.
    • Ignore for Adherence to add activity categories, with the exception of on queue, you want to exclude from adherence calculations. Those activities do not have a positive or negative impact on adherence.
      Note: This setting does not impact conformance.
  7. Under Time Off, to set the range of days for which a time off request can be created relative to the current date, do the following:
    1. Enable Submission Range Constraint.
    2. Use the Minimum and Maximum up and down arrows to define the range of days.
  8. 保存をクリックします。


  1. 管理をクリックします。
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Optionally use the text box below Management Unit Name to search for the desired management unit.
  4. Next to the management unit you want to remove click More , and then click Delete. A dialog box appears, asking you to confirm the removal. 
  5. Enter the name of the management unit you want to delete, and then click OK.