Creating and configuring contact center business units

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<p id="docs-hc-snippet" style="display: none;">In Contact Center, business units allow you to control contact center availability, emergency closures, and public holidays. They allow you to group queues together and apply closure rules consistently across departments and individual queues without modifying individual contact flows.</p>
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<p class="p">In Contact Center, business units allow you to control contact center availability,
emergency closures, and public holidays. They allow you to group queues together and
apply closure rules consistently across departments and individual queues without
modifying individual contact flows.</p>
<p class="p" dir="ltr">Admins can access the business unit settings in the Contact Center admin
interface. If you can't access the settings, then contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> to request the activation of the
Business Unit solution on your CloudFormation stack.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="creating_and_configuring_contact_center_business_units__ul_xzy_3b1_23c">
<li class="li"><a class="xref" href="#topic_l13_fxz_d3c">Understanding business units</a></li>
<li class="li"><a class="xref" href="#topic_wqt_q11_23c">Creating business units</a></li>
<li class="li"><a class="xref" href="#topic_xxq_v11_23c">Adding queues to business units</a></li>
<li class="li"><a class="xref" href="#topic_wcn_w11_23c">Adding public holidays</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_l13_fxz_d3c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding business units</h2>
<div class="body">
<p class="p">A business unit represents a logical department or area of your contact center and
groups one or more Amazon Connect queues under a single operational profile.</p>
<p class="p">With business units admins can:</p>
<ul class="ul">
<li class="li">Apply emergency closures at the business unit level (affects all associated
queues) or at an individual queue level within the unit.</li>
<li class="li">Define public holidays per business unit to manage non-standard operating
days.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wqt_q11_23c">
<h2 class="title topictitle2" id="ariaid-title3">Creating business units</h2>
<div class="body">
<p class="p">Create a business unit to group related queues under a shared operational profile.
Business unit settings are evaluated at runtime within Amazon Connect contact
flows.</p>
<div class="p">
<strong class="ph b">To create a business unit</strong><ol class="ol" id="topic_wqt_q11_23c__ol_z3y_ry1_23c">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696121449114" target="_blank">Contact Center</a>, click <strong class="ph b">Admin
Settings</strong>.</li>
<li class="li">Click the settings icon (<img class="image" id="topic_wqt_q11_23c__image_ny4_g1b_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_cogs_icon.png" width="16">) in the
sidebar.</li>
<li class="li">Click the <strong class="ph b">Business Units</strong> tab at the top.</li>
<li class="li">Click <strong class="ph b">Add new business unit</strong>.</li>
<li class="li">Enter a unique name that identifies the business unit.<p class="p"><img class="image" id="topic_wqt_q11_23c__image_zm1_mbb_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_bizunit_new.png" width="600"></p>
</li>
<li class="li">(Optional) Enter a description to clarify the unit’s scope and purpose.</li>
<li class="li">(Optional) Configure business unit–level emergency closure settings: <ul class="ul">
<li class="li">
<strong class="ph b">Emergency close</strong>: Activate to stop call handling for all
queues in the unit.</li>
<li class="li">
<strong class="ph b">Close message</strong>: Add a message to play to callers when the unit
is closed.</li>
</ul>
</li>
<li class="li">Select <strong class="ph b">Create business unit</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_xxq_v11_23c">
<h2 class="title topictitle2" id="ariaid-title4">Adding queues to business units</h2>
<div class="body">
<p class="p">Add one or more Amazon Connect queues to a business unit so the unit’s emergency
closure and public holiday settings apply to those queues. Each queue can be
associated with only one business unit.</p>
<div class="p">
<strong class="ph b">To add a queue to a business unit</strong><ol class="ol" id="topic_xxq_v11_23c__ol_zry_22b_23c">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696121449114" target="_blank">Contact Center</a>, click <strong class="ph b">Admin
Settings</strong>.</li>
<li class="li">Click the settings icon (<img class="image" id="topic_xxq_v11_23c__image_cjn_g2b_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_cogs_icon.png" width="16">) in the
sidebar.</li>
<li class="li">Click the <strong class="ph b">Business Units</strong> tab at the top.</li>
<li class="li">Click the name of the business unit you want to update.</li>
<li class="li">Under <strong class="ph b">Manage Queues and Holidays</strong>, click <strong class="ph b">Add queue</strong>.</li>
<li class="li">Select a queue to assign to the business unit.<p class="p">You can assign a queue to
only one business unit. To change a queue's business unit, you must
first unassign the queue from the original unit.</p>
<p class="p"><img class="image" id="topic_xxq_v11_23c__image_zm1_mbb_23d" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_bizunit_queue_add.png" width="350"></p>
</li>
<li class="li">(Optional) Set queue–level emergency closure: <ul class="ul" id="topic_xxq_v11_23c__ul_zpk_phb_23c">
<li class="li">
<strong class="ph b">Emergency close</strong>: Activate to stop call handling for this
queue.</li>
<li class="li">
<strong class="ph b">Close message</strong>: Add a message to play to callers when this
queue is closed.</li>
</ul>
</li>
<li class="li">Cick <strong class="ph b">Add queue</strong>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_wcn_w11_23c">
<h2 class="title topictitle2" id="ariaid-title5">Adding public holidays</h2>
<div class="body">
<p class="p">Configure public holidays to manage non-standard operating days for each business
unit. Public holidays are evaluated at runtime and can be combined with hours of
operation logic in contact flows.</p>
<div class="p">
<strong class="ph b">To add public holidays for a business unit</strong>
<ol class="ol" id="topic_wcn_w11_23c__ol_hol_cfg_23c">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696121449114" target="_blank">Contact Center</a>, click <strong class="ph b">Admin
Settings</strong>.</li>
<li class="li">Click the settings icon (<img class="image" id="topic_wcn_w11_23c__image_cogs_hol_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_cogs_icon.png" width="16">) in the
sidebar.</li>
<li class="li">Click the <strong class="ph b">Business Units</strong> tab at the top.</li>
<li class="li">Click the name of the business unit you want to update.</li>
<li class="li">Under <strong class="ph b">Manage Queues and Holidays</strong>, click <strong class="ph b">Add holiday</strong>.</li>
<li class="li">Enter the holiday details: <ul class="ul" id="topic_wcn_w11_23c__ul_hol_fields_23c">
<li class="li">
<strong class="ph b">Holiday Name</strong>: A short, descriptive name.</li>
<li class="li">
<strong class="ph b">Holiday Date</strong>: The calendar date for the holiday.</li>
<li class="li">
<strong class="ph b">Closed</strong>: Activate to close the business unit for the full
day.</li>
<li class="li">
<strong class="ph b">Close message</strong>: The message played to callers when the unit is
closed for this holiday.</li>
</ul>
<p class="p"><img class="image" id="topic_wcn_w11_23c__image_zm1_mbb_23e" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_bizunit_pubhols_add.png" width="350"></p>
</li>
<li class="li">Click <strong class="ph b">Add holiday</strong>. </li>
</ol>
</div>
<div class="note tip">
<span class="tiptitle">Tip:</span> Holidays are specific to the selected business unit and apply to full
days. If you need reduced hours, leave <strong class="ph b">Closed</strong> off and <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html" target="_blank">set hours-of-operation in the contact
flow</a>.</div>
</div>
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