Implementing Session Management using the Shell Framework

Session management allows agents to handle multiple customer sessions simultaneously on different channels without losing or intermingling the context or state of each session. The Shell Framework provides the following interfaces that allow you to build session management capabilities in your applications:

• Session Explorer Interface

The interfaces are called in the following classes that can be used to implement session management:

• Agent and Session Data class
• Agent Desktop Session class
• Agent Desktop Sessions class
• Packaged Session class