Covers the various Agent Events, along with codes and parameters for each.
As a quick reminder, Agent events have a category value of 1. See /wiki/spaces/~959738534/pages/660242543 for more detail. |
The code for Agent events could be any of the following:
SignedIn = 1, SignedOut = 2, StatusChanged = 3, ReceivingWorkItem = 4, AcceptedWorkItem = 5, DeclinedWorkItem = 6, ReleasedWorkItem = 8 |
All Agent Events will have the following parameters:
SessionId | Alphanumeric, The ID of the session created when the agent logs in |
SessionType | Alphanumeric, The type of session (CCA, TelAgent) |
Username | Alphanumeric, username associated to the agent |
PhoneNo | Alphanumeric, phone number the agent signed in with |
SignIn: user signed in
No Additional Parameters
SignOut: user signed out
Additional Parameters:
ExitCode Numeric, indicates the reason why the user signed out
ActivityChanged: user changed the current activity
Additional Parameters:
ActivityCode int
AvailabilityCode int
ActivityName string (only valid for BusyOther), it will be blank for all others
Below are the possible values for the ActivityCode additional parameter.
ActivityCode values: NotSet = 0, NotAvailable = 1, // 01 Available = 16, // 16 AcceptInternalCalls = 17, // 17 BusyChatting = 0x12, // 18 BusyOnCall = 0x20, // 32 BusyWrappingUp = 0x21, // 33 BusyOnBreak = 0x22, // 34 BusyDialingOut = 0x23, // 35 BusyOther = 0x24, // 36 BusyOnEmail = 0x25 // 37 |
ReceivingWorkItem: user is receiving a work item.
Additional parameters: WorkItemType int (1=Incoming Call|2=Outgoing Call|3=Email|4=Chat) WorkItemId string // id of the work item(call Id, email Id, chat session id) QueueId int // id of the queue, numeric QueueName string // name of the queue For Incoming voice calls: OrgName string // origination name OrgNumber string// origination number DstNumber string// destination number or number dialed For Outgoing voice calls: OrgName string OrgNumber string DstNumber string For incoming emails: From string// email address sending the email Subject string To string For incoming chats: OrgUsername string OrgEmailAddress string OrgIpAddress string |
AcceptedWorkItem: user accepted the work item
Parameters: same as receiving event parameters
DeclinedWorkItem: user accepted the work item
Parameters: same as receiving event parameters plus
DeclineCode int // error code
WorkItemAction: user performed an action on a work item (hold, mute, etc)
Parameters: Same as ReceivingWorkItem
ActionCode: int (Mute; Unmute; Hold; Retrieve; Classify; RecPause; RecContinue; AddCall; ColdTransfer; WarmTransferStarted; WarmTransferCompleted)
Some actions (classify, transfer, add call) will include additional parameters that are specific to the event such as CallerType, etc).
ReleasedItem: user released the work item
Parameters: same as receiving event parameters
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