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 add employees to the YourSite database so you can generate reports on employee activities. When you add employees, you must add a user name and password for employees who need to use CCMWeb, YourSite Explorer, and Contact Center Client. If you want to generate reports on employee groups, you must add them to the database and associate employees with them.
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.
- Add an employee
- Configure general employee information
- Manage the media types an employee can handle
- Configure 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.
- 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.
- Configure employee report distribution settings
- Configure employee personal information
- Configure employee scheduling preferences for Workforce Scheduling
- Click YourSite > Employee.
- Click Add.
Continue to "Configuring general employee information".