Extending reporting and agent shifts over midnight
Administrators at contact centers operating over midnight should select ‘This enterprise operates 24 hours a day’ for the media server. This option provides more accurate reporting over midnight and determines when and how agent shifts are opened and closed after midnight.
If this option is selected, the system automatically closes and re-opens agent shifts at midnight. All agents remain logged into the system. Agent shift reporting is uninterrupted over this period.
If this option is not selected, the system closes agent shifts after the last agent event before midnight. The system re-opens agent shifts after the first agent event after midnight. All agents remain logged into the system. Agent shift reporting is not extended between the time agent shifts close and the time they re-open.
Contact centers operating over midnight and rebooting their servers overnight should consult the following Mitel Knowledge Base article, to enable agents to retain their states post-reboot: https://mitel.custhelp.com/app/answers/answer_view/a_id/1000594/loc/en_US.
- Select Multimedia > Media servers.
- Select the media server and click the Data Summary Options tab.
- Select This enterprise operates 24 hours a day.
- Click Save.