Labor Units Overview

Labor units in inContact Workforce Management v1 are groupings of agents who either share PBX skills or are in the same department or division in your organization. PBX skills (and corresponding inContact WFM v1 skills) indicate the types of calls an employee can answer or make (see Skills Overview). A labor unit can have zero or more skills associated with it, and multiple labor units may have the same associated skill.

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 groupings of employees, they are not related. For more information on inContact WFM v1 teams, see Teams Overview.

Labor unit names do not have to be unique, but since only the names of the labor units appear in lists, duplicate names may be confusing to users.

Related Tasks

• Add Labor Units
• Edit Labor Units
• Delete Labor Units