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Function documentationFree Seating

 

This function allows the configuration of communication channel services from the Communication Management Software to be determined by the agent's current work center location, rather than based upon an agent identification (ID) or user name, which is assigned to a fixed work center.

Integration

After agents log in to Interaction Center (IC) WebClient, their current work center is seen in the Agent Dashboard.

Prerequisites

Your communication management software supports and is configured for free seating.

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Features

In many interaction centers, agents work in a virtual environment where they do not have fixed seating locations, for example, agents sit at the first available desk upon the start of their shift. To support this virtual free seating working environment, the communication management software uses the work center ID instead of the agent ID to configure the communication channel services. Work centers are equivalent of a physical location, either a cubicle or a desk, along with electronic equipment, such as a computer and phone.

The work center can be identified by one of the following:

  • IP address

  • Fully qualified domain name

  • Host name

  • Unspecified identification (ID)

    Customer-defined method which identifies the work center, such as extension or serial numbers.

You configure which work center identification type is used in the communication management software.

Without free seating, the channel assignment is tied to agents. This assignment only enables agents to work with communication channel services from one fixed location.

Activities

The relationship between IC WebClient and the communication management software is as follows:

  • The agent logs in to IC WebClient.

  • IC WebClient determines if the communication management software is configured for free seating.

  • If free seating is not supported, IC WebClient logs in to the communication management software by agent ID.

  • If free seating is supported, the communication management software sends what type of work center identification it supports to IC WebClient. IC WebClient determines the work center identification and sends it to the communication management software. If the work center cannot be determined automatically, the agent is prompted to manually enter or select their work center upon logging in to the IC WebClient. IC WebClient then logs the agent into the communication management software by work center.

Example

ABC company uses communication management software that was just configured for free seating. The following work centers exist:

  • Work center A, phone extension X1234

  • Work center B, phone extension X5678

  • Work center C, phone extension X9012

Prior to free seating configuration, Anna, an agent, was assigned to phone extension X5678 in the communication management software, and could only sit at work center B. After free seating was enabled, Anna can sit at any work center. Once she logs in, the phone extension is determined by her current work center. Today, Anna sits at work center A, so her phone extension is X1234.