Configuring Agent Hotdesking

Quality Management Suite version 2016 and later now supports agent hotdesking when used in conjunction with either Enghouse Interactive Contact Center: Enterprise or Enghouse Interactive Communications Center. Agent hotdesking is when contact center agents do not have a fixed extension but rather sit at a different extension each day. Rather than agents being uniquely identified within the software by having a unique extension, they instead have a unique agent ID.

Enabling Contact Center Mode

To begin configuring agent hotdesking support, the QMS software must first be placed into contact center mode. Please note that this should only be done if you are running one of the previously listed contact center products and the work to integrate it with QMS has already been performed. See Contact Center Integration for information on how to set this mode.

Contact Center User Types

To configure QMS users for hotdesking, two types of users must be created: device users and agent users. Device users represent a physical phone extension that a contact center agent could potentially log into. It contains information such as the primary device extension and the device’s IP address. Device users do not require a license and cannot be recorded without an agent first being logged into their contact center console using that device. Agent user types represent a contact center agent who does not have a dedicated unique extension. An agent user contains non-device specific information such as the agent ID, agent name, department, location, etc. Agent users must be licensed to be recorded and will only be recorded when the agent has logged into their contact center console.