Defining employee workload

A Workload descriptor, which determines the number and type of media interactions that can be pushed to an agent at any one time, must be assigned to each employee. If needed, refer to the notes regarding contact priority and Smart Algorithms that you were advised to make in the pre-upgrade notes and planning section of this document as a guide when defining Workloads.

During the upgrade, default Workloads are created and assigned to existing employees who are licensed for Multimedia Contact Center. Newly created employees must have Workloads manually assigned to them. You can also choose to create customized Workloads and assign them to employees, rather than using the included, default Workloads.

For information on defining employee Workload, see "Managing Employee Workload". For information on configuring Workloads, see "Configuring Workload".