Business Units

Displays a list of business units Business Unit (BU) is data category used to define a sub-set of a client business such as sales, support, or finance. Reporting is available at the BU level. for the selected site.

Note: Business units should be used for reports. Routing should be done by agent group A data category that groups agent login accounts for chat routing. Agent groups normally exist within a business unit..

Select a business unit in the table to edit or click New to create a new one.

Field	Description
Business Unit Name	Add a name for the business unit.
Display Name	Business Unit name that will display in Agent Desktop; has a 24-character limit.
Custom Reports Max Count	The maximum number of custom reports that can apply to this business unit.
Agent Chat Duration SLA (SLA = Service Level Agreement)	The maximum amount of time for a customer to be in the queue. Shown in seconds.
Wait Period for Additional Chat Assignments	Use this setting to stagger chat assignments upon login. For example: If there are 10 chats in the queue, an agent can log in without receiving their max chat setting. Instead, it waits X seconds before additional chats are assigned.
Data Go Live Date	This is the date the Business Unit goes live. The software collects report data from this date and removes test data collected prior to this date.
Description	Add a description for the new business unit.
Reason	Add a reason for the new business unit.