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138 Chapter 6 Configuration
7. After Media Server, click ... and select the media server the agent will use.
8. Under Reporting and real-time options, select
• Historical reporting only if you want to run reports on the agent without real-time monitoring.
• Real time and reporting if you want to run reports on the agent and monitor the agent with
basic real-time functionality, such as ACD states and statistics and presence.
• Advanced real time and reporting if you want to run reports on the agent and monitor the
agent with advanced real-time functionality, such as BLF and Collected Digits.
9. On the ribbon, click Save.
Specifying 3300 ICP options for agents
You can specify Class of Service, Class of Restriction, and failover media server options for agents in
YourSite Explorer.
To specify 3300 ICP options for an agent
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Agents.
3. Select an agent from the list.
4. Under 3300 ICP Options, after COS, select a Class of Service from the list.
5. After COR, select a Class of Restriction from the list.
6. After Failover media server, click ... and select a failover media server from the list.
7. On the ribbon, click Save.
Adding additional agent login IDs
To add additional agent login IDs
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Employees.
3. Select an employee from the list.
4. Click the Agent logins tab.
5. Select an employee from the Available members list and click > to move the employee to the
Selected Members list.
6. On the ribbon, click Save.
Adding agent groups
You must add agent groups to the YourSite database and associate agent login IDs to the agent groups so
you can run reports on agent group activities and view agent group activities in real time.
You can associate an agent login ID to more than one agent group. See “Determining your contact center
configuration needs” on page 108.
NOTE:
• If you attempt to add a group to YourSite that is already in the database the system notifies you that
the group is already present. When you add a series of groups to YourSite, such as Extension Groups
1 to 5, if the system detects you have already added Extension Group 3, then it will not add Extension
Group 3 or any subsequent extensions in the series (that is, Extension Group 4 or 5) to the database.
• An agent group must be composed of agents who handle contacts for the same media server type. A
group of agents of mixed media types would produce a report that compares voice agents to email
agents to chat agents. The comparison would not be valid. You want to compare apples to apples
(emails to emails) not apples to oranges (emails to chats).