Adding employees

Every employee configured in YourSite Explorer represents a unique member of a contact center. Employees handling interactions are configured with agents. These agents are tied to the media servers supported by MiContact Center Business.

You must add all contact center employees (agents, supervisors, and administrators) to YourSite Explorer so you can run reports on employee activities, view employee performance in real time, and enable employee access to MiContact Center Business applications.

Note: You must assign each employee a unique ID number.

Adding an employee requires you to:

Add an employee
Configure general employee information
See "Configuring general employee information".
Manage the media types an employee can handle
See "Managing the media types an employee can handle".
Configure employee licensing
See "Configuring Employee Licensing".
Modify employee Workload
See "Adding employee Workload".

Note: Modifying employee Workload is only required if the employee is licensed for Multimedia Contact Center.

Optionally, you can:

Manage employee extensions and Account Codes
Configure employee Skype for Business settings
Skype for Business attributes are only visible if you have a Microsoft Skype for Business Server installed.

See "Configuring employee skype for business settings".
Configure employee report distribution settings
See "Configuring employee report distribution settings"
Configure employee personal information
See "Configuring employee personal information".
Configure employee scheduling preferences for Workforce Scheduling
See "Configuring employee scheduling preferences".

To add an employee

Click YourSite > Employee.
Click Add.
Continue to "Configuring general employee information".