Organizational Units Overview
Organizational Units are primarily used to represent the different physical locations where your agents work. They can belong to only one Environment and be associated with only one Business Unit.
In some cases, you might need to have more than one Organizational Unit at the same physical location. For example, if you have two groups of agents with different operating hours at the same location, you would need a separate Organizational Unit for each.
Organizational Units may be associated with other inContact WFMv2 entities, such as Streams. Before you delete an Organizational Unit, you should change these associations so that the associated entities are not "orphaned".
Organizational Units are used in scheduling, but can be excluded when appropriate. For example, an Organizational Unit may be associated with a vendor that schedules their own agents, but you still want to reflect those agents in inContact WFMv2 for RTA and other purposes. Another example might be an Organizational Unit for work-at-home agents who are scheduled differently than other agents in your organization.