Labor Units Overview

Labor units are synchronized with your inContact Central teams.

A labor unit can have zero or more skills associated with it, and multiple labor units may have the same associated skill. Although both skills and labor units are synched with the corresponding information in Central, you must manually associate skills with the correct labor units.

Users select labor units from lists for several inContact WFM v1 tasks and searches, including scheduling. Creating a schedule requires large volumes of data to be aggregated, evaluated, and processed. Managing the size of the data sets involved helps to ensure more predictable and accurate results. Best practice is therefore to ensure labor units have 50 or fewer agents. In addition, a labor unit may have no more than 50 associated skills.

While teams and labor units are both synchronized with Central teams, they serve different purposes in inContact WFM v1. For more information on inContact WFM v1 teams, see Teams Overview.

Related Tasks

• Edit Labor Units