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 Mitel CX.

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 Mitel CX applications.

Note:

You must assign each employee a unique ID number.

Adding an employee requires you to:

Add an employee
Configure general employee information
See "Configuring general employee information".
Manage the media types an employee can handle
See "Managing the media types an employee can handle".
Configure employee licensing
See "Configuring Employee Licensing".
Modify employee Workload
See "Adding employee Workload".

Note:
Modifying employee Workload is only required if the employee is licensed for Mitel CX Digital.

Optionally, you can:

Manage employee extensions and Account Codes
Configure employee report distribution settings
See "Configuring employee report distribution settings"
Configure employee personal information
See "Configuring employee personal information".

To add an employee

Click YourSite > Employee.
Click Add.
Continue to "Configuring general employee information".

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