Routing

Backend

• AgentDeviceStateEventListener Extension point to perform actions in the novomind iAGENT routing process after the device state of an agent has been changed.
• AgentLoginStateEventListener Extension point to perform actions in the novomind iAGENT routing process after the login state of an agent has been changed.
• AgentMessageSelectionEventListener Extension point to perform actions in the novomind iAGENT routing process when an agent selects a message in the personal inbox folder.
• AgentPauseStateEventListener Extension point to perform actions in the novomind iAGENT routing process after the pause state of an agent has been changed.
• AgentPostProcessingStateEventListener Extension point to perform actions in the novomind iAGENT routing process after the post processing state of an agent has been changed.
• AttachmentValidator Extension point to perform validation of attachments to be uploaded.
• CallStateEventListener Extension point to perform actions in the novomind iAGENT routing process after a call state has been changed.
• ChatClosedEventListener Extension Point to perform actions after a chat has been closed.
• ChatJoinedEventListener Extension point to perform actions in the novomind iAGENT routing process after a chat has been joined.
• ChatRecategorizedEventListener Extension point to perform actions in the novomind iAGENT routing process after a chat has been recategorized.
• ChatResubmittedEventListener Extension point to perform actions in the novomind iAGENT routing process after a chat has been resubmitted.
• ChatOfferedEventListener Extension point to perform actions in the novomind iAGENT routing process after a chat has been offered.
• 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.
• ChatStateEventListener Extension point to perform actions in the novomind iAGENT routing process after a chat 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.
• IncomingChatMessageManipulator Extension point to manipulate incoming chat messages.
• IncomingChatMessageValidator Extension point to perform validation of incoming chat messages.
• MessengerConnector Extension point to implement messenger retrieval from external messaging sources into novomind iAGENT.
• OutgoingChatMessageManipulator Extension point to manipulate outgoing chat messages.
• OutgoingChatStepSentEventListener Extension point to take any action immediately after an outgoing message chatstep has been sent.
• PhoneSystemConnector Extension point to implement call retrieval from phone systems to iAGENT.
• 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.
• 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.
• SupervisorMessageFilterMenuItemProvider Provides custom menus to display a view of filtered messages
• TicketRecategorizedEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket has been recategorized.
• TicketStateEventListener Extension point to perform actions in the novomind iAGENT routing process after a ticket state has been changed.

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.