A business unit (BU) consists of a set of sites that may be grouped together because the agents at the sites perform the same activity, or for ease of management. Go to Configuration > Organization > Business Units to view this pane.
For monitoring purposes, you can group activity results from the various locations as a single business unit, allowing contact center managers to evaluate activity performance across locations. For display and staffing purposes, Workforce Manager splits the activity load among the sites that compose the business unit.
Use these panes to:
- Create a new business unit or edit an existing one.
- Delete a business unit.
- Copy a business unit.
- Use the Sites pane to link sites to a business unit.
Business Unit Pane Controls
When you create a business unit, the Properties pane is open for any selected business unit. It is the default selection in this pane. (The other selection is Sites.)