Managing employee Workload

Employees handling multimedia interactions must be associated with a Workload. Workloads determine the number and type of media interactions that can be pushed to an agent at any one time. When employees become licensed for Multimedia Contact Center, they are automatically assigned the default Workload, which allows concurrent handling of 1 interaction from each media type.

For more information on Workloads, see "Configuring Workload" on page 1 the Multimedia Contact Center Installation and Deployment Guide

The following configuration takes place in YourSite > Employee.

The following procedures explain how to:

• Associate a Workload to an employee.
• Associate a new Workload to an employee.
• Edit an existing Workload.
• Delete a Workload.
  Note: We recommend disassociating a Workload from all employees before deleting it.

To associate a Workload to an employee

1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Select a Workload.

   Alternatively, if you want to create a new Workload to associate to the employee, click Add.

4. Click OK.
5. Click Save.

To associate a new Workload to an employee

1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Click Add.
4. Type a Name for the Workload.
5. To apply the Workload to outgoing voice calls, select Apply rule to outgoing voice calls.
6. For each media type, under Concurrent contacts, select the maximum number of connections of that media type that can be handled concurrently.
7. For each media type, click the icons of the media you do not want employees to concurrently handle when handling that type of media.
   Note: If you do not want agents to receive multiple ringing interactions of different media types, configure this option.
8. Click Save.

To edit an existing Workload

1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Select a Workload and click Edit.
4. When you are done modifying the Workload, click Save.

To delete a Workload

1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Click Delete.
4. Click OK.