136 Chapter 6 Configuration
Adding employee divisions
A division is composed of several employee groups. The Division tab shows the employee groups that belong
to the division currently selected. When you create employee divisions in YourSite, you can run reports for
several employee groups simultaneously.
If you have a 3300 ICP, 5000, or Axxess, you add employee divisions and associate employee groups to
these divisions in YourSite Explorer.
To add an employee division
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Employee Divisions.
3. Click Add.
4. Type a Name and Reporting number for the employee division.
5. On the ribbon, click Save.
To associate an employee group with an employee division
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Employee Divisions.
3. Select an employee division from the list.
4. On the Membership tab, under Available members, select an employee group and click > to move
the employee group to the Selected members list.
5. On the ribbon, click Save.
Adding agents
You must add agent login IDs to the YourSite database for employees you want to track in real time and
reporting. An employee can have more than one agent login ID but only one employee ID. You assign multiple
agent login IDs to employees who are cross-trained to handle calls for different departments (different
queues). For example, Carol Jones handles calls for English, French, and Spanish queues. In the YourSite
database, you assign Carol three agent login IDs, one for each queue that she handles.
We recommend you browse to the employee window and create agent login IDs based on employee IDs. See
“Adding employees” on page 132.
When you designate an extension, agent, or queue as historical reporting only reports can be created for that
device but they cannot be monitored in real time. The following issues should be considered when
designating devices for historical reporting only.
Retiring an Agent
If you want to retire and reuse an agent ID, for example, when an employee leaves the company or is no
longer an agent, the following applies: If a retiring agent’s ID (Agent A) is issued to a new agent (Agent B) and
a report is run for the period when Agent A was an active employee, Agent B’s name will display in the report
but the statistics will be those of Agent A.
Deleting an Agent
If you delete an agent you will not be able to select this agent in the Contact Center Management website in
order to run reports for them. Furthermore, if you summarize historical data, the data for the deleted agent will
be purged from the database.
Instead of deleting an agent, designate the agent as historical reporting only. Their statistics will not be
deleted from the database and you will be able to continue to run historical reports for them.
NOTE: Summarizing historical data removes it from the database. If, after summarizing, you need to access
this historical data, you can re-designate the agent and their associated devices (employee and extension) as
licensed for real time and reporting and re-summarize the data.