What is the purpose of management units in Workforce Management?

The purpose of management units in Workforce Management is to partition agents based on interaction types. This structure allows organizations to categorize their workforce according to the specific types of interactions they handle, such as customer service calls, technical support inquiries, or sales calls. By doing so, management can tailor training, schedules, performance metrics, and forecasting models to the unique demands of each interaction type, ensuring that agents are optimized for their specific roles.

This segmentation enhances operational efficiency and helps to ensure that resources are allocated appropriately to meet varying demands, which can lead to improved service levels and customer satisfaction. In contrast, separating billing information, managing payroll discrepancies, and overseeing employee performance reviews serve different administrative or operational functions that do not directly relate to the core competency of managing agent workforce performance concerning specific interaction types.