To add agents to a management unit, perform the following steps:

1. Click Admin.
2. Under Workforce Management, click Agents.
3. Click Menu > Workforce Management > Workforce Management Configuration > Agents.
4. The Agents page opens. In the upper right corner, click the list and select the management unit for which you want to add agents.
5. Click Add. The Add Agents page opens.
6. To add agents by queue, do the following:
   1. Click Agents assigned to a queue.
   2. Click in the Start typing… box and begin typing a few letters of the queue name.
   3. To remove selected agents in the queue and prevent them from being added to the management unit, select the check box next to each agent.
   4. Click Save.
   5. Repeat this step for each queue that contains agents you want to add to the management unit.
7. To add agents individually, do the following:
   1. Click Specific Agent.
   2. Click in the Start typing… box and begin typing a few letters of the agent’s first or last name.
   3. To remove selected agents and prevent them from being added to the management unit, select the check box next to each agent.
   4. Click Save.
   5. Repeat this step for each queue that contains agents you want to add to the management unit.
   6. Click Save.
   7. Repeat this step for each additional agent to add to the management unit.
8. To add agents assigned to a management unit, do the following:
   
   1. Click Agents assigned to a management unit.
   2. Click in the Start typing… box and begin typing a few letters of the management unit.
   3. To remove selected agents and prevent them from being added to the management unit, select the check box next to each agent.
   4. Click Save.
   5. Repeat this step for each queue that contains agents you want to add to the management unit.
   6. Click Save.
   7. Repeat this step for each additional agent to add to the management unit.
9. Click Save.

To remove agents to a management unit, perform the following steps:

1. Click Admin.
2. Under Workforce Management, click Agents.  
3. Click Menu > Workforce Management > Workforce Management Configuration > Agents.
4. The Agents page opens. In the upper right corner, select the management unit that contains the agents you want to delete.
5. Select the agent or agents you want to remove and click Remove selected agent(s). A message appears, asking you to confirm the number of agents to remove from the management unit.
6. Click Yes. 

To add agents to a work plan, perform the following steps:

1. Click Admin.
2. Under Configuration, click Agents.
3. Click Menu > Workforce Management > Workforce Management Configuration > Agents.
4. The Agents page opens. In the upper right corner, select the management unit that contains the agents you want to add to a work plan.
5. Select the agents to add.
6. Click Add Agents To Work Plan.
7. Select the work plan to which you want to add agents.
8. Click Save.

To add agents to a staffing group, perform the following steps:

1. Click Admin.
2. Under Configuration, click Agents. 
3. Click Menu > Workforce Management > Workforce Management Configuration > Agents.
4. The Agents page opens. In the upper right corner, select the management unit that contains the agents you want to add to a staffing group.
5. Select the agents to add.
6. Click Move Agents.
7. Select Staffing Group and select an agent to move to the staffing group from the drop-down.
8. Click Save.

To export the list of agents into a .csv file, perform the following steps:

1. Click Admin.
2. Under Configuration, click Agents. 
3. Click Menu > Workforce Management > Workforce Management Configuration > Agents.
4. The Agents page opens. Select the required agents.
5. Click Export . The system downloads the .csv file to your local Downloads folder.