Routing

Backend

• CallStateEventListener Extension point to perform actions in the novomind iAGENT routing process after a call state has been changed.
• TicketStateEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket state has been changed.
• ExternalRoutingConnector Extension point to provide external routing functionality in order to delegate the routing responsibility of issues to an external platform.
• PhoneSystemConnector Extension point to implement call retrieval from phone systems to iAGENT.
• SupervisorMessageFilterMenuItemProvider Provides custom menus to display a view of filtered messages
• TicketAnsweredEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket has been answered.
• TicketClosedEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket has been closed without being answered.
• TicketCreatedEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket has been created.
• TicketEnqueuedEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket has been enqueued to be routed.
• TicketInternalForwardedEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket has been internally forwarded.
• TicketRecategorizedEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket has been recategorized.
• TicketResubmittedEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket has been resubmitted.
• TicketRoutedEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket has been routed to an agent.
• AttachmentValidator Extension point to perform validation of attachments to be uploaded.
• PreStartChatValidator Extension point to perform actions in the novomind iAGENT routing process after a chat has been started successfully, but before the chat is routed to an agent.
• ChatStartedEventListener Extension point to perform actions in the novomind iAGENT routing process after a chat has been started successfully, but before the chat is routed to an agent.
• ChatOfferedEventListener Extension point to perform actions in the novomind iAGENT routing process after a chat has been offered.
• ChatJoinedEventListener Extension point to perform actions in the novomind iAGENT routing process after a chat has been joined.
• IncomingChatMessageValidator Extension point to perform validation of incoming chat messages.
• IncomingChatMessageManipulator Extension point to manipulate incoming chat messages.
• OutgoingChatMessageManipulator Extension point to manipulate outgoing chat messages.
• ChatClosedEventListener Extension Point to perform actions after a chat has been closed.
• RatingReceivedEventListener Extension Point to perform actions after a rating for a chat or ticket has been received.
• ServiceLevelRatioCalculator Extension Point to override the default service level calculation algorithm for issues in the backlog.

Frontend

• AccountConnectorTabProvider Provides custom tabs for the account configuration in the novomind iAGENT Supervisor frontend.
• CategoryConfigTabProvider Provides custom tabs for the category configuration in the novomind iAGENT Supervisor frontend.
• MenuItemProvider Provides custom menu items for the novomind iAGENT Supervisor frontend.
• TenantConfigTabProvider Provides custom tabs for the tenant configuration in the novomind iAGENT Supervisor frontend.
• TopHeaderContentProvider Provides content for the top header of the novomind iAGENT Supervisor frontend.
• UserConfigTabProvider Provides custom tabs for the user configuration in the novomind iAGENT Supervisor frontend.