Adding agents

Agent IDs enable employees to handle different media and to be reported on and tracked in real time. When an administrator enables an employee to handle a type of media, the employee has an agent ID of that media type automatically created. A contact center employee can have multiple voice agent IDs, but requires a unique agent ID for each of the other media types (email, chat, SMS, and open media) that they handle.

Voice and multimedia agent IDs are added in the Employee section of YourSite Explorer. To add different media agent IDs to an employee, see "Managing the media types an employee can handle". It is recommended to create agents within the Employee section. Voice agents can be created in the Agent section of YourSite Explorer, but must be associated to employees in the Employee section of YourSite Explorer.

The Agent section also enables administrators to delete agent IDs. Deleting an active agent removes an employee's capabilities to handle the corresponding media. Historical multimedia IDs can only be deleted in the Agent section.

Note:
  • If agents are in a non-SDS clustered environment but not hot desking and not resilient, the agent names will not display on the telephone switch. You must enter these agent names outside of YourSite Explorer.
  • We recommend you configure Hot Desking Agents for your contact center instead of traditional agents.
  • Failover media servers for voice agents must be configured on your telephone system and synchronized into YourSite Explorer. Workgroup does not support Contact Center resiliency. You cannot program failover media servers for ACD agents or extensions.

In order to provide Contact Center Work Timer functionality in Contact Center Client, every traditional agent’s extension or every Hot Desking Agent ID must be enabled with a MiTAI monitor.

In YourSite > Agents, administrators
  • Add voice agent IDs
  • Delete agent IDs
  • Associate unassociated voice agent IDs to employees
  • Specify 3300 ICP Class of Service, Class of Restriction, and Failover media server options for voice agent IDs
  • Enable a voice agent for external hot desking

    See "Enabling external hot desk agents".

To add a voice agent ID
  1. Click YourSite > Agents.
  2. Click Add.
  3. Type the voice agent ID's First name.
  4. Type the voice agent ID's Last name.
  5. After Agent login ID, enter the reporting number for the voice agent ID.
  6. After Media Server, click the Browse button.
  7. Select a media server and click OK.
  8. Click Save.
    Note:

    The Disable real-time monitoring and data collection on this device check box is automatically selected if the employee that is associated to this agent has their licensing attribute set to 'None'. See "Configuring employee licensing" for more information.

To configure 3300 ICP options for a voice agent ID
  1. Click YourSite > Agents.
  2. Select an agent from the list.
  3. Under 3300 ICP Options, after COS, select a Class of Service from the list.
  4. After COR, select a Class of Restriction from the list.
  5. Click Save.
To enable a voice agent for external hot desking
  1. Click YourSite > Agents.
  2. Select an agent from the list.
  3. Select External hot desk user enabled.
  4. After External dialing prefix, type the dialing prefix for the device to which calls will be routed.
  5. After External dialing number, type the dialing number for the device to which calls will be routed.
  6. Click Save.
To delete an agent ID
  1. Click YourSite > Agents.
  2. Select an agent.
  3. Click Delete.
  4. Click OK.
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