Edit Labor Units

Labor units in inContact Workforce Management v1 are groupings of agents who share PBX skills or who are in the same department or division in your organization. This topic demonstrates how to edit labor units.

For more information about labor units, see Labor Units Overview.

  1. In the inContact WFM v1 Web Portal, click Configuration Miscellaneous Labor Units.
  2. To change the name of a labor unit, click Edit next to the Labor Unit label in the Labor Unit Configuration pane and type a new name for the unit in the Labor Unit field.
  3. To add a skill to a labor unit, click Add Skill under that labor unit.

    If the skill that inContact WFM v1 populates is not correct, follow the next step to change it.

  4. To change a skill associated with a labor unit, click Edit beside the Skill label and select a different skill from the drop-down list.
  5. To remove a skill from a labor unit, click Remove Skill.
  6. Click either Save button once you have completed your edits.