A ‘workspace Area within an application window where the user interacts with the program.’ refers to the conceptual entity of a phone tied to a workstation. You can configure your phones and workstations such that this association is either static, or created dynamically during login.

A static workspace is one in which the association between a phone extension and a workstation is established during the configuration in Enterprise Manager. The association occurs through one of the following methods:

• Associating a workstation with a Phone Data Source/Extension when configuring the workstation under the LAN data source.

• Associating a LAN data source/workstation with the phone extension under the Phone Data Source.

In dynamic workspaces, associations between phone extensions and workstations are built dynamically. To build the phone extension and workstation relationship dynamically, assign the Phone Extension or Phone Employee ID and Workstation or Workstation Logon ID to an Employee. Assign these values to Employees depending on the environment and source of available logon events. If the phone has a logon/logoff events source, then assign a Phone Logon ID to the Employee, otherwise assign a phone Extension to the Employee. If the workstation has a logon/logoff events source, assign Workstation Logon ID to the Employee, otherwise assign a Workstation to the Employee. For workstations that are covered under a subnet IP address range, assign the Workstation Logon ID to the Employee.

See also Seating arrangements.

A workstation is called a Static Workstation when its name is used to build the relationship with Phone Extension. When the static workstation is used, you can either associate it directly to a Phone Extension (in this case it is a Static Workspace) or assign the Workstation name to Employee (in this case, the relationship to the Phone extension is built dynamically). Next, assign the Phone Extension or Phone Logon ID (whichever is required) to the Employee. Workstation Windows Logon ID is not used in the Enterprise Manager configuration.

A workstation is called a Dynamic Workstation when its Logon ID is used to build the relationship with Phone Extension. When the Dynamic Workstation is used, you must assign the Workstation Windows Logon ID to the Employee (in this case, the relationship to the Phone extension is built dynamically). Next, assign the Phone Extension or Phone Logon ID (whichever is required) to the Employee. Dynamic workstations are matched against subnet ranges through the Windows Logon ID. The Capture Service running on the computer of the Employee sends the logon/logoff messages to Integration Service automatically when the Employee logs on and off the computer. The Capture Service on the employee computer must be configured with the Integration Services server name or IP address and port number. Separate LAN data sources can have overlapping subnet ranges if, and only if, the configured Windows Logon IDs are unique among the data sources. The dynamic workstation is created on the data source with the matching Windows Logon ID.

See also Seating arrangements.

Within your recording rules, you can specify whether you want to capture employee desktop activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. after a call ends. See Create a recording rule.

In addition to viewing captured screen activity when replaying a contact The entire communication experience for a customer, from beginning to end., playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. also shows color-coded frames under different conditions:

• Black screen: Employee paused screen recording. The black frame continues to display during playback until the employee resumed screen recording.

• Green screen: No data to display. No data occurs when an issue with screen recording occurred and there are no data to display. The green screen continues to display until data are available.

Selective Screen Application Recording allows you to specify the applications and URLs on the agent screen that will be recorded or will not be recorded. Applications and URLs on the agent screen that are not recorded display in gray.

Screen recording in non-CTI environments is supported for both IP and TDM Recorders. This functionality is supported by default but you must specify rules to trigger recordings using select attributes.

The behavior of this feature is different depending on the type of Recorder, TDM or IP:

• Station-Side TDM Recording Environments: In station-side TDM recording Recording environment where trunk-side recording taps directly into a T1 or E1 line to record all incoming calls at the demarcation point before going to a switch. environments, there can be latency between the time recording starts and the time the recording rule is triggered to start screen recording.

• IP Recording Environments: In some IP environments (for example, Avaya Passive IP), the IP Recorder sends multiple start and stop recordings for a single call. This case results in multiple segments appearing in the Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. application, since there is no way to distinguish one start message from another. There is one screen recording segment for each STARTED message sent by the Recorder.

Create one or more recording rules to trigger screen recording in non-CTI environments. You can use a recording rule based on Event Type Begin_Call or based on Extension. In addition, you can also use a recording rule based on Recorder attributes. The attributes available for use in recording rules depend on whether it is a TDM or IP Recorder environment.