What is configured at the Business Unit level in Genesys Cloud?

The Business Unit level in Genesys Cloud is specifically designed to manage and configure elements that are directly related to operational aspects of workforce management, including Activities, Short-Term Forecasts, and Schedules.

Activities define the tasks and interactions that agents will engage in, thus allowing a clear understanding of what is expected within that business unit. Short-Term Forecasts provide predictions on workload and resource needs based on upcoming events or trends, helping in effective planning and resource allocation. Schedules determine when agents will be assigned to work, ensuring adequate coverage during peak times and aligning resources with the forecasted demand.

While other options may involve elements of workforce management, they do not specifically pertain to the configurations made at the Business Unit level. Workforce Analytics and Reporting, for example, typically involve broader data analysis across the entire organization rather than specific to a single business unit. Similarly, Agent Training and Development are activities that relate more to personal development rather than operational scheduling and forecasting executed at the business unit level.