Employee

Through Employee screen, you can define new employees and assign the required roles in the system. Each employee should be under one parent employee to maintain the employee hierarchy in the organization. This screen also allows you to modify the existing employee details.

After the employees are created, tickets are assigned and work orders are scheduled.

To define or modify employee details:

1. On the System Administration module, click Employee, and then click Employee.

2. In the Employee Code box, type employee code.

3. In the First Name, Middle Name, and Last Name boxes, enter applicable information.

4. In the Home Phone, Work Phone, Mobile Phone, Email, and Fax Number boxes, enter applicable contact details.

5. In the Status drop-down, select employee status.

6. In the Employee Type drop-down, select the employee type. The employee types defined in Employee Type scree appear in the drop-down.

7. In the Manager box, type the manager name to whom the employee should be accountable. You can also click to browse for manager.

8. In the User ID box and the Password box, type employees user ID and password through which the employee can login into the application respectively.

9. In the Employee Role list box, select role which you want to assign to the employee. An employee can be assigned multiple roles. An employee can be assigned roles like, technician, customer care representative, salesman, and collection boy.

10. In the Work Region grid, click Add to map regions for the employee.

11. Click the symbol to save the mapping. Repeat the process to map more regions.

12. In the Skill grid, click Add to map skills to the employee.

13. In the Skill drop-down, select the skill, which you want to map to the employee. The skills defined in the Skill screen appear in the drop-down.

14. Click the symbol to save the mapping.

15. Repeat the process to map more skills.

16. In  the Weekly Off list box, select employees weekly off. You can select more than one weekly off.

17. In the Region drop-down, select the employee's region. The regions defined in the Geographic Region screen appear in the drop-down.

18. In Agent Details section, select Is Agent check box to create employee as an agent.

19. Select the server that the agent will run on.

20. In the Campaign drop-down, select the eligible campaign to count the collection of dialing lists associated with agent, and maps the contacts to a call with the agent skill groups.

21. In the Extension drop-down, select the agent extension number.

22. Click Save to save the employee details.

23. To modify an existing employee details, in the Employee Code box, type the code of the employee whose details you want to modify. You can also click browse for an employee. The employee details are displayed on the screen. Click the edit symbol   against the Employee Code field to modify the employee code.

24. Modify the required details and click the Save button to apply the modifications.

Note: The fields marked as * are mandatory.