All Classes and Interfaces
Class
Description
This class is used to display custom menu entries in the
backlog menu of the novomind iAGENT Supervisor or Desk frontend.
Instances of this class are used to build a custom tab with a name, displayName and an url.
Represents an Account object
This enumeration describes the type of an account.
Represents a customized AccountConnectorTab
A
AccountConnectorTabProvider
is used to provide a custom AccountConnectorTab
.
A
AccountConnectorTabViewContext
provide an AccountModifier
which is used to change
the subjacent Account
}.Defines an API to modify an instance of type
Account
Represents an object, that has an account
The interface represents an active call existing within the PBX.
The
ActiveCallEvent
is the basic interface for active call related events.Represents an object, that provides an
ActiveCall
.This handler provides information about the agent's state
and functions to perform specific actions for the agent.
Represents the agent availability states for specific module.
An
AgentAvailabilityChangedEvent
is an event triggered
due to an agent availability change.The
AgentAvailabilityEventListener
is an interface that implements
the callback event functions triggered due to agent availability changes.This interface is used to provide view context specific information for
mails within the agent application displaying inquiries and forwarded or resubmitted tickets for this agent.
This class is used to display a custom backlog message menu
in the novomind iAGENT Desk frontend.
This interface represents all agent actions concerning a call.
This is an extension point for validation of actions on calls performed by agents.
This action represents all call close actions by an agent.
This interface is used to provide view context specific information
within the novomind iAGENT Desk application for dialogs opened on
call close action validation faults.
The
AgentCallInfo
provides information about a delivered or
established ActiveCall
that is currently attached to the agent's phone device.
This event is triggered when a
Call
has been recategorized by an agent.This class contains all possible visibilities for the categories in the role agent
This class represents an agent visibility context for a category
This interface represents all agent actions concerning a chat
The interface provides the chat and the user performing the action.
Signals that a Validation Exception for an AgentChatAction has occurred.
This is an extension point for validation of actions on chats performed by agents.
This action is performed when an agent is closing a chat within the novomind iAGENT chat process.
This interface is used to provide view context specific information
within the novomind iAGENT Chat Agent application for dialogs opened on
chat close action validation faults.
This event is triggered when a chat has been closed by an agent.
Represents an operation to close a chat as an agent.
An
AgentChatCloseOperationFailedException
is thrown by an
AgentChatCloseOperation
if the operation execution has failed.
This interface represents the result of a successful
AgentChatCloseOperation
This class is used to customize the appearance of the agent's chat
editor within the novomind iAGENT Chat Agent application.
An
AgentChatEditorAppearanceProvider
is used to customize
the appearance of the agent's chat editor.This interface is used to provide view context specific information for chats opened in the chat agent editor.
This interface provides information about the agent chat pool.
This interface is used to provide view context specific information for chats within the personal agent's folder.
This event is triggered asynchronously after a chat has been joined by an agent.
This event is triggered when a chat has been quit by an agent.
This event is triggered when a chat has been recategorized by an agent.
This event is triggered when a chat has been queued again after being
assigned to an agent.
This event is triggered when a chat has been resubmitted by an agent.
This event is triggered when a chat has been routed to an agent.
AgentChatSession represents the chat session of an agent.
This action is performed when an agent is uploading an attachment to a chat within the novomind iAGENT chat process.
An
AgentDevice
is a hard phone or soft phone
or any other device providing capabilities to accept calls.The
AgentDeviceControlConnector
is an interface to
provide additional functionality to control a remote agent device
within the novomind iAGENT routing process.An
AgentDeviceEvent
is an event related to a ConnectedAgentDevice
The
AgentDeviceEventListener
is an interface that implements the
callback event functions triggered due to agent device events.Signals that an exception has occurred during agent device login procedure.
The reasons for agent device login faults
An
AgentDeviceLoginRequest
provides all credentials
for an agent to log in on a device.An
AgentDeviceLoginResult
provides all information
about the successful agent login on an agent device.Signals that an exception has occurred during agent device operation.
This interface provides information about the agent device state.
An
AgentDeviceStateChangedEvent
is an event
triggered due to a state change of an AgentDevice
The event is triggered by the novomind iAGENT routing process.The
AgentDeviceStateEventListener
is an interface that implements
the callback event functions triggered due to agent device state changes.This interface is used to provide view context specific information for
draft mails within the Agent application only
Represents a
MailMessage
in the personal drafts folder of an agent.A
AgentDraftMessageInfo
object provides information about an AgentDraftMessage
.This interface is used to provide specific functions to be called
on the currently active agent's editor for the selected message.
Represents an object that "knows" or can provide a
AgentEditorController
This interface is used to provide view context specific information
within the iAGENT agent application only, for mails within the
personal agent's folder.
This event is triggered when a message associated with a ticket has been successfully
sent to an external recipient by an agent within the novomind iAGENT core process
and the ticket has been closed.
This event is triggered when a message associated with a ticket has been successfully
sent to an external recipient by an agent within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket has been successfully
sent to an external recipient by an agent within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket has been
successfully sent to an external recipient due to an inquiry operation
triggered by an agent within the novomind iAGENT core process.
This interface provides information about the agent folder.
Represents an AgentGroup object
Instances of this class are used as return values of
AgentHomeTabProvider
to display custom tabs in the home section of the novomind iAGENT Desk UI.The interface defines several behaviors of an
AgentHomeTab
An
AgentHomeTabProvider
is used to provide a custom AgentHomeTab
in the home section of the novomind iAGENT Desk UI.This interface provides information and functionality for view context
sensitive data and operations to render an
AgentHomeTab
.The
AgentIncomingCallInfo
provides information about a delivered or
established IncomingCall
that is currently attached to the agent's phone device.An AgentInfo is the interface to get non persistent informations of agent user entities.
Handler to access non persistent agent information.
This event is triggered when an intermediate message associated with a ticket
has been successfully sent by an agent within the novomind iAGENT core process.
This event is triggered when a ticket has been routed to an agent
due to an internal forward operation by another agent.
This interface provides information about the agent login state at the novomind iAGENT Desk.
An
AgentLoginStateChangedEvent
is an event triggered due to an agent login state change.The
AgentLoginStateEventListener
is an interface that implements
the callback event functions triggered due to agent login state changes.This class is used to customize the appearance of the agent's mail
editor within the novomind iAGENT Desk application.
A
AgentMailEditorAppearanceProvider
is used to customize
the appearance of the agent's editor.An
AgentMailEditorTextModuleListManipulator
is used to manipulate the list of text
module first level group items offered to an agent within the novomind iAGENT Desk editor.An
AgentMailEditorTextModuleManipulationInput
provides all information
to manipulate the List of text module first level group items offered to an
agent in the novomind iAGENT Desk mail editor.This interface is used to provide view context specific information
within the novomind iAGENT Desk application, for mails selected within the
personal agent's folder and displayed within the agent's editor.
This interface is used to provide view context specific information for
mails within the personal agent's folder.
Represents a
MailMessage
in the personal folder of an agent.
This event is triggered when a message in the agent's personal inbox
folder of the novomind iAGENT Desk has been deselected by an agent.
An
AgentMessageFilterMenuItemProvider
is used to
build a custom menu to display a view of filtered messages
in the novomind iAGENT Desk frontend.This interface provides information and view context sensitive data to
display a
AbstractMessageFilterMenuItem
in the novomind iAGENT Desk.An
AgentMessageInfo
object provides information about an AgentMessage
.
This event is triggered when a message has been selected by an agent
in the agent's personal inbox folder of the novomind iAGENT Desk.
This event is triggered when a message has been selected or deselected
by an agent in the agent's personal inbox folder of the novomind iAGENT Desk.
The
AgentMessageSelectionEventListener
is an interface that implements
the event functions to be called on message selection changes triggered by the
agent in the novomind iAGENT Desk process and processed in the novomind iAGENT
routing process.
This event is triggered when a message associated with a ticket has been
successfully sent by an agent within the novomind iAGENT core process.
The
AgentOutgoingCallInfo
provides information about a delivered or
established OutgoingCall
that is currently attached to the agent's phone device.
This event is triggered asynchronously when an outgoing message chatstep has been sent by an agent.
This interface is used to provide view context specific information for
sent mails within the Agent application only
This class is used to display a custom outgoing message menu
in the novomind iAGENT Desk frontend.
This interface provides information about the agent pause
state and also provides the optional
PauseReason
when an agent is paused.An
AgentPauseStateChangedEvent
is an event triggered due to a agent pause state change.The
AgentPauseStateEventListener
is an interface that implements
the callback event functions triggered due to agent pause state changes.The
AgentPhoneSystemInfo
provides the PhoneSystem
that has been
used to connect the phone device of an agent during the agent's login procedure.This interface provides information of a phone ticket of an agent.
This event is triggered within the novomind iAGENT routing process when
a phone ticket has been created.
This class is used to customize the appearance of the agent's mail
editor for a PhoneTicket within the novomind iAGENT Desk application.
An
AgentPhoneTicketMailEditorTextModuleManipulationInput
provides all information
to manipulate the list of text module first level group items offered to an
agent in the novomind iAGENT Desk mail editor for a phone ticket.This interface is used to provide view context specific information
within the novomind iAGENT Desk application, for the agent's editor
displayed for a PhoneTicket.
This interface is used to provide view context specific information for
mails within the agent application displaying a phone ticket for this agent.
Represents an operation to start a phone ticket for an agent.
This interface represents the result of a successful
AgentPhoneTicketStartOperation
This interface provides information about the agent post processing
state and also provides the optional
Call
object regarding
to this post processing time.An
AgentPostProcessingStateChangedEvent
is an event triggered due to a agent post processing state change.The
AgentPostProcessingStateEventListener
is an interface that implements
the callback event functions triggered due to agent post processing state changes.
This event is triggered when the associated ticket has been closed by an agent and an external
message is about to be sent to an external recipient within the novomind iAGENT core process.
This event is triggered when an external message is about to be sent to an external
recipient within the novomind iAGENT core process due to an external forward operation
of the associated ticket by an agent.
This event is triggered when an external message is about to be sent to an external
recipient within the novomind iAGENT core process due to an external forward operation
of the associated ticket by an agent.
This event is triggered when an external message is about to be sent to an external
recipient within the novomind iAGENT core process due to an inquiry operation
of the associated ticket by an agent.
This event is triggered when an intermediate message associated with a ticket
is about to be sent by an agent within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket
is about to be sent by an agent within the novomind iAGENT core process.
The
AgentQueuedCallInfo
provides information about a delivered or
established QueuedCall
that is currently attached to the agent's phone device.This interface provides information of a quick case of an agent.
Represents an operation to cancel a quick case for an agent.
This interface represents the result of a successful
AgentQuickCaseCancelOperation
This class is used to customize the appearance of the agent's mail
editor for a QuickCase within the novomind iAGENT Desk application.
An
AgentQuickCaseMailEditorTextModuleManipulationInput
provides all information
to manipulate the list of text module first level group items offered to an
agent in the novomind iAGENT Desk mail editor for a quick case.This interface is used to provide view context specific information
within the novomind iAGENT Desk application, for the agent's editor
displayed for a QuickCase.
This interface is used to provide view context specific information for
mails within the agent application displaying a quick case tickets for this agent.
This interface provides specific builders to build operations to
start and cancel a quick case for an agent.
Represents an operation to start a quick case for an agent.
This interface represents the result of a successful
AgentQuickCaseStartOperation
This interface represents all agent actions concerning a quick case
The interface provides the Ticket and the User performing
the action.
This action is performed when an agent is creating a quick case and closing it
without answer within the novomind iAGENT Desk process.
This action is performed when an agent is creating a quick case and keeping it
in his personal inbox within the novomind iAGENT Desk process.
This action is performed when an agent is creating a quick case and forwarding it
to be routed within the novomind iAGENT Desk process.
This event is triggered within the novomind iAGENT routing process when
a quick case ticket has been created.
This action is performed when an agent is creating a quick case with an answer to be sent and closing it
within the novomind iAGENT Desk process.
This event is triggered when a ticket has been routed to an agent due
to a previous resubmit operation that has been triggered by the agent
itself and has exceeded its due date.
Represents a custom sidebar to be displayed within an iframe
in the novomind iAGENT Desk and also within the novomind
iAGENT Chat frontend.
Defines toggle events to open or close the sidebar
automatically, when the specified event occurs.
An
AgentSidebarContentProvider
is used to provide
a custom AgentSidebarContent
in the novomind iAGENT Desk
and novomind iAGENT Chat frontend.This interface provides information and functionality for view context
sensitive data and operations to render an
AgentSidebarContent
.This class contains all possible visibilities for the tenants in the role agent
This class represents an agent visibility context for a tenant
This interface represents all agent actions concerning a ticket
The interface provides the Ticket and the User performing
the action.
This is an extension point for validation of actions on tickets performed by agents.
This event is triggered when a ticket has been answered by an agent
and now is waiting for clearance before being sent.
This event is triggered when a ticket has been answered by an agent
and now is waiting to be sent to the customer in the next step.
This event is triggered when a previously assigned ticket
changes the state to
TicketState.CLEARANCE_REQUIRED
.This action represents all ticket close actions by an agent.
This interface is used to provide view context specific information
within the novomind iAGENT Desk application for dialogs opened on
ticket close action validation faults.
This event is triggered when a ticket has been closed by an agent
within the novomind iAGENT Desk process without being answered.
This action is performed when an agent is closing the ticket
without answer within the novomind iAGENT Desk process.
Represents an operation to close a ticket as an agent.
An
AgentTicketCloseOperationFailedException
is thrown by an
AgentTicketCloseOperation
if the operation execution has failed.
This interface represents the result of a successful
AgentTicketCloseOperation
This action is performed when an agent is forwarding and closing
a ticket without answer within the novomind iAGENT Desk process.
This action is performed when an agent is forwarding a ticket and closing the
ticket and related tickets without answer within the novomind iAGENT Desk
process.
This event is triggered when a ticket has been forwarded and closed
by an agent within the novomind iAGENT Desk process without being answered.
This event is triggered when a ticket has been internally forwarded by an
agent to another agent manually within the novomind iAGENT routing process.
This event is triggered when a ticket has been pulled by an agent
manually within the novomind iAGENT routing process.
This action represents all ticket close actions by an agent which also closed
tickets related to the closed ticket.
This action is performed when an agent is closing a ticket and related
tickets without answer within the novomind iAGENT Desk process.
This action represents a ticket recategorize action by an agent.
This event is triggered when a ticket has been recategorized by an agent.
This event is triggered within the novomind iAGENT routing process
when a previously assigned ticket has been queued again by the
same agent, that had been assigned to the ticket.
This event is triggered when a ticket has been resubmitted by
an agent manually within the novomind iAGENT routing process.
This action is performed when an agent is sending the
answer to a ticket within the novomind iAGENT Desk process.
This interface is used to provide view context specific information
within the novomind iAGENT Desk application for dialogs opened on
ticket send and close action validation faults.
This action is performed when an agent is sending the answer to a ticket and
closing the ticket and related tickets within the novomind iAGENT Desk
process.
This action is performed when an agent is sending an
intermediate reply to a ticket within the novomind iAGENT Desk process.
This interface provides additional information and functionality
for an
AgentTicketAction
that sends a message with an
optional or required clearance authorization.
This action is performed when an agent is uploading an attachment within the novomind iAGENT Desk process.
This handler provides the visibility information for online agents.
Represents an operation to display an alert window notification to a user.
A AnalyzerDecision made by an implementor of
IncomingMessageAnalyzer
The AnswerType specifies the different operation types
available during outgoing message processing.
Represents an App object
Represents an object, that can provide an app
This interface is used to provide view context specific information
for calls, that are not present in the backlog any more and are
accessed by a database or archive lookup.
This interface is used to provide view context specific information for chats, that have been retrieved directly via an archive access.
This interface is used to provide view context specific information for
tickets, that has been retrieved directly via an archive access.
An Attachment is a common facade for all types of attachments.
An AttachmentDataSource provides information and access to the
binary data of an attachment.
An AttachmentDataSourceProvider is used to retrieve attachments from
external sources as document management systems or CRM systems.
The AttachmentFilterContext has all required information to provide a
list of suitable attachments for the current issue and the current user.
Signals that an exception has occurred accessing the InputStream
of an AttachmentDataSource.
An AttachmentListManipulator is used to manipulate the list of attachments
that can be selected and attached by the agent.
Signals that a permanent error has occurred accessing the InputStream
of an AttachmentDataSource.
Signals that an temporary error has occurred accessing the InputStream
of an AttachmentDataSource.
This is an extension point for validation of attachments that are supposed to be uploaded.
Represents an operation to recategorize a
Call
automatically.
An
AutoCallRecategorizationOperationFailedException
is thrown by an
AutoCallRecategorizationOperation
if the operation execution has failed.
This interface represents the result of a successful
AutoCallRecategorizationOperation
This event is triggered when a
Call
has been recategorized automatically.
This event is triggered when a message associated with a ticket has been successfully
sent to an external recipient due to an automatic external forward and close operation
within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket has been successfully
sent to an external recipient due to an automatic external forward operation within
the novomind iAGENT core process.
This event is triggered when automatic intermediate reply message associated with
a ticket has been successfully sent within the novomind iAGENT core process.
This event is triggered when a ticket has been routed to an agent
due to an automatically triggered internal forward operation.
This event is triggered when an automatically generated message associated with
a ticket has been successfully sent and the associated ticket has been closed within
the novomind iAGENT core process.
This event is triggered when the associated ticket has been closed automatically and an external
message is about to be sent to an external recipient within the novomind iAGENT core process.
This event is triggered when an external message is about to be sent to an external
recipient automatically within the novomind iAGENT core process due to an automatic
external forward operation of the associated ticket.
This event is triggered when automatic intermediate reply message associated with
a ticket is about to be sent within the novomind iAGENT core process.
This event is triggered when an automatically generated message associated with
a ticket is about to be sent and the associated ticket is about to be closed within
the novomind iAGENT core process.
This event is triggered when a ticket has been routed to an agent due
to a previous resubmit operation that has been triggered automatically
and has exceeded its due date.
Represents an operation to change the routing tags of an issue.
An
AutoRoutingTagOperationFailedException
is thrown by an
AutoRoutingTagOperation
if the operation execution has failed.
This interface represents the result of a successful
AutoRoutingTagOperation
This event is triggered when a ticket has been answered automatically
and now is waiting for clearance before being sent.
This event is triggered when a ticket has been answered automatically
and now is waiting to be sent to the customer in the next step.
This event is triggered when a ticket has been closed automatically
e.g.
This event is triggered when a ticket has been forwarded and closed
automatically e.g.
This event is triggered when a ticket has been internally forwarded
automatically within the novomind iAGENT routing process.
Represents an operation to internally forward a ticket automatically.
An
AutoTicketInternalForwardOperationFailedException
is thrown by an
AutoTicketInternalForwardOperation
if the operation execution has failed.
This interface represents the result of a successful
AutoTicketInternalForwardOperation
Represents an operation to recategorize a ticket automatically.
An
AutoTicketRecategorizationOperationFailedException
is thrown by an
AutoTicketRecategorizationOperation
if the operation execution has failed.
This interface represents the result of a successful
AutoTicketRecategorizationOperation
This event is triggered when a ticket has been recategorized automatically.
This event is triggered within the novomind iAGENT routing process
when a previously assigned ticket has been queued again automatically.
Represents an operation to re-queue a ticket automatically.
An
AutoTicketRequeueOperationFailedException
is thrown by an
AutoTicketRequeueOperation
if the operation execution has failed.
This interface represents the result of a successful
AutoTicketRequeueOperation
This event is triggered when a ticket has been resubmitted
automatically within the novomind iAGENT routing process.
This event is triggered when a ticket has been routed automatically
to an agent.
A
BacklogCallInfo
object provides information about a Call
in the backlog.This interface is used to provide view context specific
information for calls in the backlog
A BacklogChatInfo provides non persistent information for a chat in the
backlog.
This interface is used to provide view context specific information for
backlog chats
This handler provides access to issues within the backlog in the
novomind iAGENT routing process.
This interface is used to provide view context specific information for
backlog mails
Represents a
MailMessage
in the central backlog.A
BacklogMessageInfo
object provides information about a BacklogMessage
.Represents an operation to display a banner notification to a user.
This event is triggered when a chat has been closed by a bot.
This event is triggered when a chat has been recategorized by a bot.
This event is triggered when a chat has been queued again after being
assigned to a bot.
This event is triggered when a chat has been routed to a bot.
BotChatSession represents the chat session of a chatbot.
This event is triggered asynchronously when an outgoing message chatstep has been sent by a chatbot.
Represents a business hour object
A BusinessHourInfo is the interface to get non persistent informations of
BusinessHour
entities.Handler to access non persistent business hour information.
This handler is only available in the novomind iAGENT routing process.
This handler is only available in the novomind iAGENT routing process.
Represents a business hour time slot object
This handler provides access to all
Call
objects in the backlog
associated with a QueuedCall
and created by the IVR.A
CallChangedEvent
can be triggered, when
an ActiveCall
has changed without any
change of the CallState
.A
CallDeliveredEvent
is triggered, when a call
is ringing (alerting) on an agent device.A
CallEstablishedEvent
is triggered, when a call
has been established on an agent device.This interface represents all events concerning a
Call
The interface provides the Call
object.A
CallFinishedEvent
is triggered, when a call
has been disconnected and finished.Represents all types of finish causes for calls.
Represents the origin that finished the call.
This handler provides access to all currently active
Call
objects including calls associated with a QueuedCall
and
also an IncomingCall
or OutgoingCall
.A
CallInfo
object provides additional information about a
Call
.Instances of this class are used as return values of
CallInfoTabProvider
to define and display custom tabs in the call info view (Supervisor and Agent)A
CallInfoTabProvider
is used to build a custom call info tab.This interface provides information and functionality for view context sensitive data and operations.
Signals that a specified call does not exist or could not be found.
Signals that an exception has occurred during an operation on a call.
This interface represents the result of a successful call operation.
Represents an object, that provides a
Call
This interface represents the result of a successful recategorization operation on a
Call
.
This event is triggered when a call has been recategorized.
This interface is an extension point to take any action after a
Call
has been recategorized automatically or by an agent or supervisor.A
CallRedirectedEvent
is triggered, when a call
has been transferred to an external target which is not a connected agent
device within the novomind iAGENT application.The
CallRoutingConnector
is an interface to provide call related functions of a
remote PBX and also event handling by adding event listeners to react to specific call events
within the novomind iAGENT routing process.The
CallRoutingEventListener
is an interface that implements
the callback event functions to be handled by a CallRoutingConnector
.The interface
CallRoutingInfo
provides additional
information about the routing of a Call
.Represents all types of call states.
This event is triggered when the
CallState
of a call has changed.The
CallStateEventListener
is an interface that implements
the event functions to be called on changes of the call state.A
CallTransferredEvent
is triggered, when a call
has been transferred from a device to another logged on agent device.This enumeration describes the type of a
Call
Represents a Category object
A
AnalyzerDecision
containing a Category
.
A
CategoryConfigTabProvider
is used to provide a custom CategoryConfigTab
.
A
CategoryConfigViewContext
provides a CategoryModifier
which is used to change
the subjacent Category
}.
This action is performed when a supervisor is uploading a global attachment.
Represents a Channel
Represents a chat
Runtime annotation used to mark plugins for the novomind iAGENT chat agent process.
This handler provides access to all
Chat
objects within the backlog.Represents a chatbot
Defines an API to modify an instance of type
ChatBot
Represents an object, that has a chatbot
Represents a chat channel
This event is triggered when a chat has been closed.
This interface represents the result of a successful chat close operation.
This event is triggered when a chat has been enqueued in the chat backlog
after it has been started.
This interface represents all events concerning a chat
The interface provides the
Chat
object.Represents an info tab within a chat info view
A
ChatInfoTabProvider
is used to build a custom chat info tab.This interface provides information and functionality for view context sensitive data and operations.
This interface is an extension point to take any action within the
novomind iAGENT routing process after a chat has been joined by an agent.
This event is triggered asynchronously after a chat has been offered to an agent.
This interface is an extension point to take any action within the
novomind iAGENT routing process after a chat has been offered to an agent.
Generic exception to be used for all kinds of errors
during API operations with a chat
This interface represents the result of a successful
ChatOperation
Represents an object that "knows" or can provide a
Chat
This event is triggered when a chat has been queued in the chat backlog.
This event is triggered when a chat has been quit.
This event is triggered when a rating was received for a related chat.
This event is triggered when a chat has been recategorized.
This interface is an extension point to take any action within the novomind
iAGENT routing process after a chat has been recategorized.
This event is triggered when a chat has been queued again after being
assigned to an agent or bot.
This event is triggered when a chat has been resubmitted.
This event is triggered when a chat has been routed.
A
ChatRoutingRequest
is done by the novomind
iAGENT routing engine and sent to an external routing.ChatSession represents a chat session.
This event is triggered when a new chat has been started.
Represents all types of chat states.
This interface represents all chat events causing a change of the
ChatState
.The
ChatStateEventListener
is an interface that implements
the event functions to be called on changes of the chat state.ChatStep represents an event in the chat history.
This enumeration describes the origin of a chat step.
This interface is used to provide view context specific information for
tickets displayed by iCLAIM
The CloseOperationBuilder provides specific builders to build a close
operation on a ticket or chat.
This event is triggered when a ticket is about to be closed.
This event is triggered when a confirmation message associated with
a ticket has been successfully sent within the novomind iAGENT core process.
A
ConnectedAgentDevice
is an AgentDevice
connected and exclusively used by an agent, as long the agent
is logged on at the novomind iAGENT Desk.The interface ConnectedAgentDeviceProvider provides a
ConnectedAgentDevice
.Represents a contact object associated with an
Issue
This handler provides access to
Contact
objects.A
ContactIdentifier
is an object containing information which will be normally
used as secondary search criteria while searching an existing contact if the
primary search criterion does not find a contact.Defines an API to modify an instance of type
Contact
Defines an API to modify the contact relation of a source contact of type
Contact
ContactRelationHandler.JoinStrategy.MOVE
move source contact to target contact
ContactRelationHandler.JoinStrategy.UNION
move all joined source contacts to target contact
Runtime annotation used to mark plugins for the novomind iAGENT core process.
Represents an operation to create a new ticket.
This interface provides a builder to build operations to create a new ticket.
A
CreateTicketOperationFailedException
is thrown by a
CreateTicketOperation
if the operation has failed.This interface represents the result of a successful
CreateTicketOperation
Runtime annotation used to specify custom channels.
Runtime annotation used to specify custom channels
Runtime annotation used to specify custom chat channels.
Represents the message format which the
MessengerTextMessage
s of a CustomChatChannel
should use.Represents a formatting element that is supported by a
CustomChatChannel
.
This event is triggered when a chat has been quit by a customer.
CustomerChatSession represents the chat session of a customer.
The
CustomEvent
is an object that can be used to be
sent as event between different apps and plugins even between
different processes.
Runtime annotation used to specify events handled by a
CustomEventListener
.This handler is used to raise a
CustomEvent
to be processed
by any CustomEventListener
that has the CustomEventFilter
annotation and is listening to the specific event name.The
CustomEventListener
is an interface that can
be implemented to take any actions on a CustomEvent
raised by the CustomEventHandler.raiseEvent(CustomEvent)
method.Provides all required information to deliver a
QueuedCall
to an agent device.Represents an incoming
MailMessage
that
is a delivery failure notification.A
DeliveryFailureMessageInfo
object provides information about a delivery failure message.The DeliveryFailureMessageReceivedEvent is an object to transport all relevant data
for the extension point
DeliveryFailureMessageReceivedEventListener
.
This plugin is only available in the novomind iAGENT core process and can be used to modify
the handling of delivery failure messages.
The DeliveryFailureMessageReceivedResult can be used to determine the handling
of the delivery failure message by the novomind iAGENT system.
The DeliveryFailureAction specifies the different actions
that are available in the novomind iAGENT system for the handling of delivery
failure messages.
Provides all required information to dequeue a
QueuedCall
.Represents an operation to display a desktop notification to a user.
Globals Handler to access MasterEntities
This is the basic interface for all kinds of events in the novomind iAGENT system.
Wraps a
Message
and provides additional information
during messages retrieval by the ExtendedMessageConnector
.
This interface is an extension point to implement message retrieval
from different sources to the iAGENT system.
This event is triggered when a message associated with a ticket has been
externally forwarded within the novomind iAGENT core process and the
associated ticket has been closed.
This event is triggered when a message associated with a ticket has been
successfully sent to an external recipient due to an external forward
operation within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket has been
successfully sent to an external recipient due to an external forward
operation within the novomind iAGENT core process.
Represents an object, that has an external id
This event is triggered when a message associated with a ticket has been
answered by an external recipient and successfully been sent and the
associated ticket has been closed within the novomind iAGENT core process.
Represents an object, that has an external receiver
This interface is used to provide view context specific information for
external reply messages, returning from 2nd level.
Represents an incoming
MailMessage
that
has been received by the external 2nd-Level-reply account
as answer to a previously sent inquiry.A
ExternalReplyMessageInfo
object provides information about an ExternalReplyMessage
.An
ExternalReplyManipulationInput
contains all information
to manipulate an ExternalReplyMessage
.
Represents the result of the optional external reply message manipulation
by an
ExternalReplyMessageManipulator
.
This plugin allows to manipulate the reply message of an external inquiry or forward operation before being processed.
This event is triggered when an external reply message has been received.
This interface is an extension point to take any action
after a reply message of an external inquiry or forward operation has been received.
Represents an object, that has an external reply to id
An
ExternalRouting
provides all required information
and configuration for an ExternalRoutingConnector
.The
ExternalRoutingConnector
is an interface to provide functionality
of an external routing in order to delegate the routing responsibility of issues
to an external platform.Runtime annotation used to mark an
ExternalRoutingConnector
Represents a customized ExternalRoutingConnectorTab
An
ExternalRoutingConnectorTabProvider
is used to provide
a custom ExternalRoutingConnectorTab
.An
ExternalRoutingConnectorTabViewContext
provides an
ExternalRoutingModifier
which is used to change the
underlying ExternalRouting
.Signals that an exception has occurred in connection with an
ExternalRoutingConnector
.Defines an API to modify an instance of type
ExternalRouting
An error has occurred during the attempt to start a routing request.
Represents an object, that has an external sender
This event is triggered when a ticket has been answered by an external
clerk and now is waiting for clearance before being sent.
This event is triggered when a ticket has been answered by an external
clerk and now is waiting to be sent to the customer in the next step.
This event is triggered when a ticket has been closed by an external
recipient within the novomind iAGENT routing process without being answered.
Provides all required information to disconnect and finish a
QueuedCall
.Represents all available types of available finish causes.
This class represents a component in the frontend of the novomind iAGENT app.
This interface is used to provide specific functions to be called on the frontend of the novomind iAGENT app.
This class represents a message in the frontend of the novomind iAGENT app.
This enum represents the severity of the frontend message.
This class represents a script, that can be executed in the frontend of the novomind iAGENT app.
Represents a Group object
Represents a privilege object
This handler provides access to group privileges.
Represents an operation to display a growl notification to a user.
Represents a holiday object
This interface provides information about an incoming message containing an attachment that is supposed to be uploaded.
This interface provides typed key-value-pair mappings
for the incoming message process.
Represents an object that "knows" or can provide an
IncomingBindings
object.The interface represents an incoming direct call from any source
device to an agent device.
An
IncomingCallDeliveredEvent
is triggered, when
an IncomingCall
is ringing (alerting) on an agent device.An
IncomingCallEstablishedEvent
is triggered, when
an IncomingCall
has been established on an agent device.An
IncomingCallFinishedEvent
indicates that an IncomingCall
has been finished.Represents an object, that provides an
IncomingCall
.An
IncomingCallRedirectedEvent
is triggered, when an IncomingCall
has been transferred to an external target which is not a connected agent device
within the novomind iAGENT application.An
IncomingCallStateChangedEvent
is a state change event related to an IncomingCall
An
IncomingCallTransferredEvent
is triggered, when an
IncomingCall
has been transferred from a device to another
logged on agent device.
This plugin allows to manipulate the incoming chat message before being processed.
This interface is an extension point to validate a new chat message before further processing.
Represents a
ChatStep
that has been received.This interface is used to provide view context specific information for
incoming mails
Represents an incoming
MailMessage
that
has been received by an incoming account
This interface is an extension point to analyze an
The result of an analysis contains several types of
The extension point is also able to cancel the message processing by throwing an exception.
IncomingMessage
after the message has been received but before it is pushed to the
central backlog.The result of an analysis contains several types of
AnalyzerDecision
s.The extension point is also able to cancel the message processing by throwing an exception.
Represents the current IncomingMessageAnalyzerData, containing several Decisions
made by preceding Apps.
The IncomingMessageAnalyzerInput is an object to transport all relevant data
for the extension point
IncomingMessageAnalyzer
.The IncomingMessageAnalyzerResult is the returned object of the extension point
IncomingMessageAnalyzer
.This handler provides functionality to append a
Message
to the
incoming queue for a specific Account
to be processed by the
novomind iAGENT Core process.A
IncomingMessageInfo
object provides information about an IncomingMessage
.The
IncomingMessageInput
is an object to provide all relevant data
for the specific extension points in the novomind iAGENT core process
called during incoming message processing.An
IncomingMessageManipulationInput
contains all information
to manipulate an IncomingMessage
.
Represents the result of the optional incoming message manipulation
by an
IncomingMessageManipulator
.
This plugin allows to manipulate the incoming message before being processed.
This event is triggered when a message has been received and before it is
being processed by the knowledge base within the novomind iAGENT core process.
This interface is an extension point to take any action
after a message has been received but before being processed
by the knowledge base to be categorized and pushed to the
central backlog.
This interface is used to provide view context specific information for
incoming messages
Represents an audio data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents an audio url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a typing status that has been retrieved from an external source by
a
MessengerConnector
.Represents a file data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a file url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents an image data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents an image url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a media data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a media url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents an incoming raw messenger message that has been retrieved from
an external source by a
MessengerConnector
.A
IncomingMessengerRawMessageAgentViewContext
provides information about the incoming raw messenger message to be displayed in the agent view.A
IncomingMessengerRawMessageArchiveAccessViewContext
provides information about the incoming raw messenger message to be displayed for a chat retrieved directly via an archive access.A
IncomingMessengerRawMessageBacklogViewContext
provides information about the incoming raw messenger message to be displayed in the backlog view.A
IncomingMessengerRawMessageSearchResultViewContext
provides information about the incoming raw messenger message to be displayed in the search result view.Represents a text messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a video data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a video url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received audio data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received audio url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received file data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received file url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received image data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received image url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received media data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received media url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received raw messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received text messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received video data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a received video url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent audio data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent audio url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent file data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent file url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent image data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent image url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent media data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent media url messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent raw messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent text messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent video data messenger message that has been retrieved from
an external source by a
MessengerConnector
.Represents a sent video url messenger message that has been retrieved from
an external source by a
MessengerConnector
.An
IncomingTextChatMessageManipulationInput
contains all information
to manipulate an incoming text chat message.
Represents the result of the optional incoming text chat message manipulation
by an
IncomingChatMessageManipulator
.Represents a info tab within a info tab view
The interface defined several behaviors of a info tab
The interface represents different kinds of notifications of an
InfoTabBehavior
A notification is displayed as a visual mark within the tab's label.This enum represents the different value types for an IntermediateStorage.
An InternalForwardListManipulator is used to manipulate the list of users that
can be selected as target for forwarding of tickets and chats by a supervisor.
The InternalForwardOperationBuilder provides specific builders
to build an internal forward operation on a ticket.
Represents an issue
The IssueInternalForwardFilterContext has all required information to provide a
list of suitable users for the selected issues.
This interface represents the result of a successful
IssueOperation
Represents an object that "knows" or can provide an
Issue
The IssueRecategorizationFilterContext has all required information to provide a
list of suitable categories for the current user and the selected issues.
An
IssueRecategorizationOperationFailedException
is thrown by a
recategorization operation on an Issue
if the operation execution has failed.
This interface represents the result of a successful issue recategorization operation.
The interface
IssueRoutingInfo
provides additional
information about the routing of an Issue
.
This interface represents the result of a successful issue routing tag operation.
This interface is used to provide view context specific information for an issue.
A
AnalyzerDecision
containing a Locale
.Represents an object with a localized description
Represents an object with a localized display name
Represents a Location object
A
AnalyzerDecision
containing a Location
.
Runtime annotation used to mark plugins for the novomind iAGENT mail agent process.
Instances of this class are used as return values of
MailInfoTabProvider
to define and display custom tabs in the mail info view (Supervisor and Agent)A
MailInfoTabProvider
is used to build a custom mail info tab.This interface provides information and functionality for view context sensitive data and operations.
Represents an object, that has a
jakarta.mail.Message
An Entity is a persistent object, that holds master data.
The
MenuItemProvider
provides connection points to the supervisor
menu.Signals that a message access validation exception has occurred.
The
MessageAccessValidator
is an extension point used to validate access to a message.This interface provides information for message access validator context sensitive data.
An MessageAttachmentDataSource additionally provides a
content id of the attachment.
This interface is an extension point to implement message retrieval
from different sources to the iAGENT system and also the delivery of
the messages back to the source, after the message has been answered
by the iAGENT system.
Runtime annotation used to mark a
MessageConnector
.This interface is used to display custom menu entries in the
backlog menu of the novomind iAGENT Supervisor or Desk frontend.
This interface provides information and view context sensitive data
to display a
AbstractMessageFilterMenuItem
in the frontend.This handler provides basic functionality to access and handle messages.
A
MessageInfo
object provides information about a message
A
MessageIterator
is provided by a MessageConnector
and is used to retrieve and process messages from an external source and
also to remove them from the underlying source after being processed successfully.
This event is triggered when a message associated with a ticket has been successfully
sent and the ticket has been closed within the novomind iAGENT core process.
This event is triggered when a message has been successfully sent
within the novomind iAGENT core process.
This interface is an extension point to take any action immediately
after a message has been sent successfully.
This event is triggered when a message associated with a ticket has been
successfully sent within the novomind iAGENT core process.
A
MessageTabProvider
is used to build a custom message tab.Represents a template.
This enumeration describes the type of a
MessageTemplate
.Represents an assignment of a
MessageTemplate
to a Category
for a specific MessageTemplateCategoryAssignmentType
.This enumeration describes the type of association between
a
MessageTemplate
and a Category
.This interface provides information and functionality for view context sensitive data and operations.
Represents a messenger account
Represents a customized MessengerAccountConnectorTab
A
MessengerAccountConnectorTabProvider
is used to provide a custom MessengerAccountConnectorTab
.
A
MessengerAccountConnectorTabViewContext
provides a MessengerAccountModifier
which is used to change
the subjacent MessengerAccount
.Defines an API to modify an instance of type
MessengerAccount
A persistency handler to create, update or delete instances of
MessengerAccount
Represents an audio data messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerAudioDataMessageReceivedEvent
provides all information about the received audio data message.A
MessengerAudioDataMessageSentEvent
provides all information about the audio data message sent by an external system.Represents an audio url messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerAudioUrlMessageReceivedEvent
provides all information about the received audio url message.A
MessengerAudioUrlMessageSentEvent
provides all information about the audio url message sent by an external system.
This interface is an extension point to implement message retrieval
from different sources to the novomind iAGENT system and also the delivery of
the messages back to the source, after the message has been answered
by the novomind iAGENT system.
The
MessengerConnectorConversationTypingEventListener
is an interface that implements
the callback event functions triggered due to a previously received conversation typing event.The
MessengerConnectorEventListener
is an interface that implements
the callback event functions triggered due to a received messenger message and handled by the novomind iAGENT system.Signals that an exception has occurred during the processing of a messenger connector event.
The
MessengerConnectorMessageReceivedStatusEventListener
is an interface that implements
the callback event functions triggered due to the previously received messenger message.The
MessengerConnectorMessageSender
is an interface that implements
the callback event functions triggered when messages need to be sent.Signals that a permanent exception has occurred during the sending of a messenger connector event.
Runtime annotation used to mark a
MessengerConnector
.The
MessengerConnectorStatusReceivedEventListener
is an interface that implements
the callback event functions triggered due to the previously received messenger status.The
MessengerConnectorStatusSender
is an interface that implements
the callback event functions triggered when statuses need to be sent.Signals that a temporary exception has occurred during the sending of a messenger connector event.
A
MessengerConversationTypingEvent
signals that someone started
or stopped typing in a messenger conversation.A
MessengerConversationTypingReceivedFailedEvent
provides all information about a conversation typing event that was not received successfully.A
MessengerConversationTypingReceivedSuccessfulEvent
provides all information about a conversation typing event that was received successfully.Represents a typing status has been sent to or retrieved from an external
source by a
MessengerConnector
.Represents the typing status type.
A
MessengerDeletedMessageEvent
signals that a specific messenger message has been deleted.A
MessengerDeliveredMessageEvent
signals that a specific messenger message has been delivered.A
MessengerEditedMessageEvent
signals that a specific messenger message has been edited.Represents a file data messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerFileDataMessageReceivedEvent
provides all information about the received file data message.A
MessengerFileDataMessageSentEvent
provides all information about the file data message sent by an external system.Represents a file url messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerFileUrlMessageReceivedEvent
provides all information about the received file url message.A
MessengerFileUrlMessageSentEvent
provides all information about the file url message sent by an external system.Represents an image data messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerImageDataMessageReceivedEvent
provides all information about the received image data message.A
MessengerImageDataMessageSentEvent
provides all information about the image data message sent by an external system.Represents an image url messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerImageUrlMessageReceivedEvent
provides all information about the received image url message.A
MessengerImageUrlMessageSentEvent
provides all information about the image url message sent by an external system.Represents a media data messenger message with binary data that has been sent to or retrieved from
an external source by a
MessengerConnector
.Represents a media messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.Represents a media url messenger message with an url that has been sent to or retrieved from
an external source by a
MessengerConnector
.Represents a messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerMessageEvent
provides all information about a messenger message event.A
MessengerMessageReceivedEvent
provides all information about a received messenger message event.A
MessengerMessageReceivedFailedEvent
provides all information about a messenger message that was not received successfully.A
MessengerMessageReceivedSuccessfulEvent
provides all information about a messenger message that was received successfully.A
MessengerMessageSentEvent
provides all information about a sent messenger message event.A
MessengerMessageStatusEvent
signals that a message status has been received.Represents a raw messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerRawMessageAgentViewContext
provides information about the raw messenger message to be displayed in the agent view.A
MessengerRawMessageArchiveAccessViewContext
provides information about the raw messenger message to be displayed for a chat retrieved directly via an archive access.A
MessengerRawMessageBacklogViewContext
provides information about the raw messenger message to be displayed in the backlog view.Represents a component to diplay a raw messenger message.
A
MessengerRawMessageComponentProvider
is used to provide a raw MessengerRawMessageComponent
for a MessengerRawMessageViewContext
which represents a raw messenger message to be displayed.A
MessengerRawMessageReceivedEvent
provides all information about the received raw message.A
MessengerRawMessageSearchResultViewContext
provides information about the raw messenger message to be displayed in the search result view.A
MessengerRawMessageSentEvent
provides all information about the raw message sent by an external system.A
MessengerRawMessageViewContext
provides information about the raw messenger message to be displayed.A
MessengerReadMessageEvent
signals that a specific messenger message has been read.A
MessengerSendMessageFailedEvent
provides all information about a messenger message that failed to be sent.A
MessengerSentMessageEvent
signals that a specific messenger message has been sent.A
MessengerStatusReceivedFailedEvent
provides all information about a messenger status event that was not received successfully.A
MessengerStatusReceivedSuccessfulEvent
provides all information about a messenger status event that was received successfully.Represents a text messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerTextMessageReceivedEvent
provides all information about the received text message.A
MessengerTextMessageSentEvent
provides all information about the text message sent by an external system.Represents a video data messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerVideoDataMessageReceivedEvent
provides all information about the received video data message.A
MessengerVideoDataMessageSentEvent
provides all information about the video data message sent by an external system.Represents a video url messenger message that has been sent to or retrieved from
an external source by a
MessengerConnector
.A
MessengerVideoUrlMessageReceivedEvent
provides all information about the received video url message.A
MessengerVideoUrlMessageSentEvent
provides all information about the video url message sent by an external system.Represents the agent availability states for specific module
and allows to change it.
This interface provides information about the agent pause
state and also allows to change it.
This interface provides information about the agent post processing
state and also allows to change it.
Defines an API to modify an instance of type
MasterEntity
This interface provides additional information during
message retrieval for a
MessageIterator
.This class contains all possible visibilities for the tenants in the role online agent
This class represents an online agent visibility context for a category
This class contains all possible visibilities for the tenants in the role online agent
This class represents an online agent visibility context for a tenant
Represents an executable operation.
Generic exception to be used for all kinds of errors
during API operations
This interface represents the result of a successfully executed
Operation
A
OptionalBacklogMessageInfo
object provides optional information about a BacklogMessage
.Represents an object that optionally provides a
Category
.Represents an object, that optionally has an external event id
Represents an object that optionally provides a
Location
.A
OptionalSentMessageInfo
object provides optional information about a SentMessage
.Represents an object that optionally provides a
Tenant
.The interface represents an outgoing call from an agent
device to any target.
An
OutgoingCallDeliveredEvent
is triggered, when an OutgoingCall
initiated by an agent is ringing (alerting) on the target device.An
OutgoingCallEstablishedEvent
is triggered, when an OutgoingCall
initiated by an agent has been established between the agent and the target device.An
OutgoingCallFinishedEvent
indicates that an OutgoingCall
has been finished.Represents an object, that provides an
OutgoingCall
.An
OutgoingCallRedirectedEvent
is triggered, when an OutgoingCall
has been transferred to an external target which is not a connected agent device
within the novomind iAGENT application.An
OutgoingCallStateChangedEvent
is a state change event related to an OutgoingCall
An
OutgoingCallTransferredEvent
is triggered, when an OutgoingCall
initiated by an agent has been transferred from the agent device to another agent device.
This plugin allows to manipulate the outgoing chat message before being processed and sent.
Represents an outgoing message
ChatStep
that will be sent.
This event is triggered asynchronously when an outgoing message chatstep has been sent.
This interface is an extension point to take any action immediately
after an outgoing message chatstep has been sent.
This interface is used to provide view context specific information for
outgoing mails
Represents a
MailMessage
that has been answered
and is waiting to be processed e.g.This handler provides functionality to append a
Message
to the
central outgoing message folder to be sent by a specific Account
.Represents options to send a message
A
OutgoingMessageInfo
object provides information about an OutgoingMessage
.Represents an audio data messenger message that is to be sent to
an external source by a
MessengerConnector
.An
OutgoingMessengerAudioDataMessageInfo
object provides information about an OutgoingMessengerAudioDataMessage
.Represents a typing status that is to be sent to an external source by a
MessengerConnector
.An
OutgoingMessengerConversationTypingStatusInfo
object provides information about an OutgoingMessengerConversationTypingStatus
.Represents a file data messenger message that is to be sent to
an external source by a
MessengerConnector
.An
OutgoingMessengerFileDataMessageInfo
object provides information about an OutgoingMessengerFileDataMessage
.Represents an image data messenger message that is to be sent to
an external source by a
MessengerConnector
.An
OutgoingMessengerImageDataMessageInfo
object provides information about an OutgoingMessengerImageDataMessage
.Represents a media data messenger message that is to be sent to
an external source by a
MessengerConnector
.Represents a messenger message that is to be sent to
an external source by a
MessengerConnector
.An
OutgoingMessengerMessageInfo
object provides information about an OutgoingMessengerMessage
.Represents a read status that is to be sent to an external source by a
MessengerConnector
.An
OutgoingMessengerMessageReadStatusInfo
object provides information about an OutgoingMessengerMessageReadStatus
.Represents a raw messenger message that is to be sent to
an external source by a
MessengerConnector
.A
OutgoingMessengerRawMessageAgentViewContext
provides information about the outgoing raw messenger message to be displayed in the agent view.A
OutgoingMessengerRawMessageArchiveAccessViewContext
provides information about the outgoing raw messenger message to be displayed for a chat retrieved directly via an archive access.A
OutgoingMessengerRawMessageBacklogViewContext
provides information about the outgoing raw messenger message to be displayed in the backlog view.An
OutgoingMessengerRawMessageInfo
object provides information about an OutgoingMessengerRawMessage
.A
OutgoingMessengerRawMessageSearchResultViewContext
provides information about the outgoing raw messenger message to be displayed in the search result view.Represents a text messenger message that is to be sent to
an external source by a
MessengerConnector
.An
OutgoingMessengerTextMessageInfo
object provides information about an OutgoingMessengerTextMessage
.Represents a video data messenger message that is to be sent to
an external source by a
MessengerConnector
.An
OutgoingMessengerVideoDataMessageInfo
object provides information about an OutgoingMessengerVideoDataMessage
.An
OutgoingTextChatMessageManipulationInput
contains all information
to manipulate an outgoing text chat message.
Represents the result of the optional outgoing text chat message manipulation
by an
OutgoingChatMessageManipulator
.A
PauseReason
represents the reason for a pause of an agent.
The exception represents a permanent error during message processing
Signals that a Persistency Exception has occurred.
A Handler to create, update or delete instances of
MasterEntity
Represents the types of phone device states
A
PhoneDeviceStateChangedEvent
is an event
triggered due to a state change of an AgentDevice
.The
PhoneDeviceStateEventListener
is an interface that implements
the callback event functions triggered due to phone device state changes.A
PhoneSystem
provides all required information
and configuration for a PhoneSystemConnector
.The
PhoneSystemConnector
is an abstract interface to provide life
cycle functionality to the client side phone system connector implementations
within the novomind iAGENT routing process.Runtime annotation used to mark a
PhoneSystemConnector
.Represents a customized PhoneSystemConnectorTab
A
PhoneSystemConnectorTabProvider
is used to provide a custom PhoneSystemConnectorTab
.A
PhoneSystemConnectorTabViewContext
provides a PhoneSystemModifier
which is used to change the underlying PhoneSystem
.Generic exception to be used for all kinds of errors
related to a
PhoneSystemConnector
Defines an API to modify an instance of type
PhoneSystem
A
PhoneSystemStateChangedEvent
is an event triggered due to
a general state change of the remote system of a PhoneSystemConnector
Represents all types of phone system states.
The
PhoneSystemStateEventListener
is an interface that implements
the callback event functions to be called on phone system state changes e.g.This interface represents all events concerning the lifecycle of a plugin bundle.
This interface is an extension point to take any action on plugin bundle lifecycle events.
The
PostIncomingMessageEvent
is an event providing all relevant
data for the extension point PostIncomingMessageListener
.
This interface is an extension point to take any action
after a message has been received and successfully pushed
to the central backlog.
This event is triggered after a plugin bundle was started.
Represents a message immediately before being sent to the outgoing queue by an agent.
A
PreSendAgentMessageInfo
object provides information about a PreSendAgentMessage
.
This event is triggered when a confirmation message associated with
a ticket is about to be sent within the novomind iAGENT core process.
This event is triggered when the associated ticket has been closed and an external
message is about to be sent to an external recipient within the novomind iAGENT core process.
This event is triggered when an external message is about to be sent to an external
recipient within the novomind iAGENT core process due to an external forward operation
of the associated ticket.
This event is triggered when an external message is about to be sent to an external
recipient within the novomind iAGENT core process due to an external forward operation
of the associated ticket.
This event is triggered when a message associated with a ticket has been
answered by an external recipient and is about to be sent and the
associated ticket is about to be closed within the novomind iAGENT core process.
Represents a message immediately before being sent.
This event is triggered when a message associated with a ticket
is about to be sent and the ticket will be closed within the novomind iAGENT core process.
This event is triggered when a message is about to be sent.
This interface is an extension point that is called before a message is send.
A
PreSendMessageInfo
object provides information about a PreSendMessage
.
This interface is an extension point to manipulate the message
before being sent.
This event is triggered when a message associated with a ticket is about to be sent.
This interface provides information about a chat that is to be started.
This interface is an extension point to validate a new chat before being
started and routed to an agent.
This event is triggered before a plugin bundle is about to be stopped.
This interface represents an app specific privilege in the novomind iAGENT system
This handler is used for registering, removing and reading app specific privileges.
A process represents a collection of
Ticket
sRepresents an object that "knows" or can provide a
Process
The interface represents a call that has been received and
queued by the PBX.
A
QueuedCallChangedEvent
is triggered, when a
QueuedCall
has changed without any change of
the CallState
.A
QueuedCallDeliveredEvent
is triggered, when a
QueuedCall
is ringing (alerting) on an agent device.A
QueuedCallDeliveryFailedEvent
is triggered, when the delivery
of a QueuedCall
to a ConnectedAgentDevice
has failed.Represents all types of fail causes for calls
failing to connect to an agent device.
A
QueuedCallDequeuedEvent
is triggered, when a previously enqueued QueuedCall
has been dequeued from the central backlog.A
QueuedCallDisconnectedEvent
is triggered, when a previously connected
QueuedCall
has been disconnected from a ConnectedAgentDevice
without being finished.An
QueuedCallEnqueuedEvent
is triggered, when a previously received
QueuedCall
has been enqueued in the central backlog to be routed to an agent.A
QueuedCallEstablishedEvent
is triggered, when a
QueuedCall
has been established on an agent device.A
QueuedCallFinishedEvent
indicates that a QueuedCall
has been disconnected and finished.Represents an object, that provides a
QueuedCall
.A
QueuedCallReceivedEvent
is triggered, when a QueuedCall
has been been received, before being routed or processed e.g.A
QueuedCallRedirectedEvent
is triggered, when a QueuedCall
has been transferred to an external target which is not a connected agent device
within the novomind iAGENT application.A
QueuedCallRedirectFailedEvent
is triggered, when the
redirect of a QueuedCall
to an external target has failed.Represents all types of fail causes for calls
failing to redirect to an external target.
A
QueuedCallStateChangedEvent
is a state change event related to a QueuedCall
A
QueuedCallTransferredEvent
is triggered, when a
QueuedCall
has been transferred from one agent device to another.Represents a quick case message.
A
QuickCaseMessageInfo
object provides information about a QuickCaseMessage
.Represents the rating data
This enumeration defines 10 indexes for separate ratings.
This event is triggered when a rating was received.
The
RatingReceivedEventListener
is an interface that implements
the callback event functions triggered when a customer rating is received.An RecategorizationListManipulator is used to manipulate the list of categories that
can be selected as target for a recategorization of issues by an agent or a supervisor.
The RecategorizationOperationBuilder provides specific builders
to build a recategorization operation on a ticket.
Provides all required information to redirect a
QueuedCall
to an external target.The RequeueOperationBuilder provides specific builders
to build a re-queue operation on a ticket.
Provides all required information to reroute a
QueuedCall
.The ResubmitOperationBuilder provides specific builders
to build a resubmit operation on a ticket.
The RoutingOperationBuilder provides specific builders for all
operations available within the novomind iAGENT routing process.
Runtime annotation used to mark plugins for the novomind iAGENT routing process.
A
RoutingTag
is an Object that can be added to an Issue
.Defines an API to create an instance of type
RoutingTag
The
RoutingTagOperationBuilder
provides specific builders
to build a routing tag operation on an issue.A
RoutingWorkItem
is an object owned by an external routing
representing an Issue
in the novomind iAGENT backlog that is
expected to be routed to an agent an waiting for a routing decision of
the external routing.The
RoutingWorkItemDecisionEventListener
is an interface that implements
the callback event functions for routing decisions triggered by the external
routing engine and handled by the novomind iAGENT system.A
RoutingWorkItemDecisionFailedEvent
indicates that a routing
decision by the external routing for a RoutingWorkItem
has failed.A
RoutingWorkItemDecisionSuccessfulEvent
indicates that a
routing decision by the external routing for a RoutingWorkItem
has
been successful.A
RoutingWorkItemDeliveryFailedEvent
provides all information about
a RoutingWorkItem
that could not be delivered to the desired agent
and therefore the routing decision made by the external routing
previously could not be fulfilled.A
RoutingWorkItemDeliverySuccessfulEvent
provides all information
about a RoutingWorkItem
that has been delivered successfully to the
desired agent and therefore the routing decision made by the external
routing previously could be fulfilled.A
RoutingWorkItemEvent
is an event related to a RoutingWorkItem
.Signals that a specified
RoutingWorkItem
does not exist or could not be found.Signals that an exception has occurred during an operation on a
RoutingWorkItem
.The interface
RoutingWorkItemProvider
provides a RoutingWorkItem
.Represents all types of states of a
RoutingWorkItem
within the remote routing system.This interface is used to provide view context specific information
for calls, that have been accessed by a call search.
This interface is used to provide view context specific information for
displaying a chat that has been retrieved by a search request.
This interface is used to provide view context specific information for
displaying a ticket, that has been retrieved by a search request.
Represents a
MailMessage
that has been sent successfullyA
SentMessageInfo
object provides information about a SentMessage
.This interface is used to provide view context specific information for
sent messages
Represents an audio data messenger message that has been sent to
an external source by a
MessengerConnector
.Represents a file data messenger message that has been sent to
an external source by a
MessengerConnector
.Represents an image data messenger message that has been sent to
an external source by a
MessengerConnector
.Represents a media data messenger message that has been sent to
an external source by a
MessengerConnector
.Represents a messenger message that has been sent to
an external source by a
MessengerConnector
.Represents a raw messenger message that has been sent to
an external source by a
MessengerConnector
.Represents a text messenger message that has been sent to
an external source by a
MessengerConnector
.Represents a video data messenger message that has been sent to
an external source by a
MessengerConnector
.A
ServiceLevelRatioCalculator
is an interface that can be used to
override the default algorithm that calculates the individual service
level ratio for an Issue
.A
ServiceLevelRatioCalculatorInput
is an object providing
all required information for the Function
returned by a
ServiceLevelRatioCalculator
to override the default algorithm
that calculates the individual service level ratio for an Issue
.Represents a mail object that has been retrieved from
an external source by a
MessageConnector
This interface is an extension point to implement message retrieval
from different source to the iAGENT system.
Provides all required information to start an
OutgoingCall
.This interface handles the storage of StorageProviders KeyValue pairs.
A Handler for getting a
Storage
for TicketsRepresents an object, that provides a Storage
This class represents a sub menu item for the entry points in the Supervisor
menu.
This class is used to display a custom backlog message menu
in the novomind iAGENT Supervisor frontend.
Represents an operation to recategorize a
Call
for a supervisor.
A
SupervisorCallRecategorizationOperationFailedException
is thrown by a
SupervisorCallRecategorizationOperation
if the operation execution has failed.
This interface represents the result of a successful
SupervisorCallRecategorizationOperation
This event is triggered when a
Call
has been recategorized by a supervisor.This class contains all possible visibilities for the categories in the role supervisor
This class represents a supervisor visibility context for a category
This event is triggered when a chat has been closed by a supervisor.
Represents an operation to close a chat as a supervisor.
A
SupervisorChatCloseOperationFailedException
is thrown by a
SupervisorChatCloseOperation
if the operation execution has failed.
This interface represents the result of a successful
SupervisorChatCloseOperation
This event is triggered when a chat has been recategorized by a supervisor.
This event is triggered when a message associated with a ticket has been successfully
sent to an external recipient by a supervisor within the novomind iAGENT core process
and the ticket has been closed.
This event is triggered when a message associated with a ticket has been successfully
sent to an external recipient by a supervisor within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket has been successfully
sent to an external recipient by a supervisor within the novomind iAGENT core process.
This event is triggered when a ticket has been routed to an agent
due to an internal forward operation by a supervisor.
This class is used to display a custom message filter menu in
the novomind iAGENT Supervisor frontend.
A
SupervisorMessageFilterMenuItemProvider
is used to
build a custom menu to display a view of filtered messages
in the novomind iAGENT Supervisor frontend.This interface provides information and view context sensitive data to display a
AbstractMessageFilterMenuItem
in the novomind iAGENT Supervisor.This interface represents all supervisor actions concerning multiple tickets.
This is an extension point for validation of actions on multiple tickets performed by supervisors.
This interface is used to provide view context specific information
within the novomind iAGENT Routing application for dialogs opened on
tickets action validation faults.
This interface represents all supervisor ticket close actions concerning multiple tickets.
This interface is used to provide view context specific information
within the novomind iAGENT Routing application for dialogs opened on
tickets close action validation faults.
This class is used to display a custom outgoing message menu
in the novomind iAGENT Supervisor frontend.
This event is triggered when the associated ticket has been closed by a supervisor and an
external message is being sent to an external recipient within the novomind iAGENT core process.
This event is triggered when an external message is about to be sent to an external
recipient within the novomind iAGENT core process due to an external forward operation
of the associated ticket by a supervisor.
This event is triggered when an external message is about to be sent to an external
recipient within the novomind iAGENT core process due to an external forward operation
of the associated ticket by a supervisor.
Represents an operation to change the routing tags of an issue by a supervisor.
A
SupervisorRoutingTagOperationFailedException
is thrown by a
SupervisorRoutingTagOperation
if the operation execution has failed.
This interface represents the result of a successful
SupervisorRoutingTagOperation
This class contains all possible visibilities for the tenants in the role supervisor
This class represents a supervisor visibility context for a tenant
This interface represents all supervisor actions concerning a ticket.
This interface represents all supervisor close actions concerning a ticket.
This event is triggered when a ticket has been closed by a supervisor
within the novomind iAGENT routing process without being answered.
Represents an operation to close a ticket as a supervisor.
A
SupervisorTicketCloseOperationFailedException
is thrown by a
SupervisorTicketCloseOperation
if the operation execution has failed.
This interface represents the result of a successful
SupervisorTicketCloseOperation
This event is triggered when a ticket has been forwarded and closed
by a supervisor within the novomind iAGENT routing process without being answered.
This event is triggered when a ticket has been internally forwarded by a
supervisor to an agent manually within the novomind iAGENT routing process.
Represents an operation to internal forward a ticket to an agent by a supervisor.
An
SupervisorTicketInternalForwardOperationFailedException
is thrown by a
SupervisorTicketInternalForwardOperation
if the operation execution has failed.
This interface represents the result of a successful
SupervisorTicketInternalForwardOperation
This event is triggered when a ticket has been pushed to an agent by a supervisor
manually within the novomind iAGENT routing process.
Represents an operation to recategorize a ticket for a supervisor.
An
SupervisorTicketRecategorizationOperationFailedException
is thrown by a
SupervisorTicketRecategorizationOperation
if the operation execution has failed.
This interface represents the result of a successful
SupervisorTicketRecategorizationOperation
This event is triggered when a ticket has been recategorized by a supervisor.
This event is triggered within the novomind iAGENT routing process when
a previously assigned ticket has been queued again by a supervisor.
Represents an operation to re-queue a ticket by a supervisor.
A
SupervisorTicketRequeueOperationFailedException
is thrown by a
SupervisorTicketRequeueOperation
if the operation execution has failed.
This interface represents the result of a successful
SupervisorTicketRequeueOperation
This event is triggered when a chat has been closed by the system.
Represents a SystemGroup object
Represents an object which is assigned to system groups
This event is triggered asynchronously when an outgoing message chatstep has been sent automatically by the system.
Represents a tab within a tab view
A
AnalyzerDecision
containing a MessageTemplate
.Represents a
MailMessage
used as template e.g.A
TemplateMessageManipulationInput
contains all information
to manipulate the template message with a TemplateMessageManipulator
Represents the result of the template message manipulation
by a
TemplateMessageManipulator
.
This plugin provides a hook to manipulate the template message before being pushed to the routing incoming queue.
The exception represents a temporary error during message processing
Represents an Tenant object
A
TenantConfigTabProvider
is used to provide a custom TenantConfigTab
.
A
TenantConfigViewContext
provides a TenantModifier
which is used to change
the subjacent Tenant
}.Defines an API to modify an instance of type
Tenant
Represents an object, that has a tenant
A
TextChatMessage
object provides information about a text message in a chat.Represents a TextModule object
Represents a TextModule first level group object.
Represents the classification of a textmodule first level group
Represents a persistent or non persistent text module first level group item.
Defines an API to modify an instance of type
TextModuleFirstLevelGroup
Represents a TextModule group object.
Defines an API to modify an instance of type
TextModuleGroup
Defines an API to modify an instance of type
TextModule
Represents a TextModule node object.
Defines an API to modify an instance of type
TextModuleNode
Represents a TextModule root object.
Defines an API to modify an instance of type
TextModuleRoot
Represents a TextModule second level group object.
Defines an API to modify an instance of type
TextModuleSecondLevelGroup
Represents a customer ticket
Signals that a ticket access validation exception has occurred.
The
TicketAccessValidator
is an extension point used to validate access to a ticket.This interface provides information for ticket access validator context sensitive data.
This event is triggered when a ticket has been answered.
This handler provides access to all
Ticket
objects within the backlog.
This event is triggered when a ticket changes the
state to
TicketState.CLEARANCE_REQUIRED
.
This event is triggered when a ticket has been closed without being answered.
This interface represents the result of a successful ticket close operation.
This event is triggered within the novomind iAGENT routing process when
a ticket has been created.
This event is triggered within the novomind iAGENT routing process when a
ticket has been enqueued in the central backlog after it has been created.
This interface represents all events concerning a ticket
The interface provides the
Ticket
and the
IncomingMessageInfo
object.
This event is triggered when a ticket has been internally forwarded
within the novomind iAGENT routing process.
This interface represents the result of a successful ticket internal forward operation.
The TicketOperationBuilder provides specific builders for ticket
operations available within the novomind iAGENT Routing process, the
novomind iAGENT Desk process and the novomind iAGENT Chat Agent process.
This interface represents the result of a successful
TicketOperation
Represents an object that "knows" or can provide a
Ticket
This event is triggered within the novomind iAGENT routing process
when a ticket has been queued in the central backlog.
This event is triggered when a rating was received for a related ticket.
This interface represents the result of a successful ticket recategorization operation.
This event is triggered when a ticket has been recategorized.
This interface is an extension point to take any action after a ticket
has been recategorized automatically or by an agent or supervisor.
This event is triggered within the novomind iAGENT routing process
when a ticket has been queued again e.g.
This interface represents the result of a successful ticket re-queue operation.
Represents an operation to resubmit a ticket.
An
TicketResubmitOperationFailedException
is thrown by a
TicketResubmitOperation
if the operation execution has failed.
This interface represents the result of a successful ticket resubmit operation.
This event is triggered when a ticket has been resubmitted.
This event is triggered within the novomind iAGENT routing process when
a ticket has been routed to an agent.
The interface
TicketRoutingInfo
provides additional
information about the routing of a Ticket
.A
TicketRoutingRequest
is done by the novomind
iAGENT routing engine and sent to an external routing.Represents all types of ticket states.
This interface represents all ticket events causing
a change of the
TicketState
.The
TicketStateEventListener
is an interface that implements
the event functions to be called on changes of the ticket state within
the novomind iAGENT routing process.Represents a custom TopHeaderContent
A
TopHeaderContentProvider
is used to provide a custom TopHeaderContent
.Represents a transaction code object
A
TransactionCodeConfigTabProvider
is used to provide a custom TransactionCodeConfigTab
.
A
TransactionCodeConfigViewContext
provides a TransactionCodeModifier
which is used to change
the subjacent TransactionCode
}.Defines an API to modify an instance of type
TransactionCode
Represents a registered user
This enumeration describes the category visibility mode for a user
Represents an assignment of an
User
to an AgentGroup
This interface represents the result of a successful call operation triggered by an user.
This interface represents the result of a successful chat operation triggered by a user.
This event is triggered when a chat has been recategorized by a user.
This event is triggered when a ticket is about to be closed by an user.
A
UserConfigTabProvider
is used to provide a custom UserConfigTab
.
A
UserConfigViewContext
provides a UserModifier
which is used to change
the subjacent User
}.
This interface represents the result of a successful issue operation triggered by an user.
This interface provides specific builders to build operations to
display a notification to a user.
This interface represents a specific builder to display a
alert popup notification to a user.
This interface represents a specific builder to display a
alert popup notification with a html message to a user.
This interface represents a specific builder to display a
alert popup notification with a plain text message to a user.
This interface represents a specific builder to display a
alert popup notification with a message to a user.
This interface represents a specific builder to display a banner
notification on the top of the browser to a user.
This interface represents a specific builder to display a banner
notification on the top of the browser to a user.
This interface represents a specific builder to display a banner
notification on the top of the browser to a user.
This interface represents a specific builder to display a
native desktop notification to a user.
This interface represents a specific builder to display a
desktop notification with a plain text message to a user.
This interface represents a specific builder to display a
native desktop notification with a message to a user.
This interface represents a specific builder to display a growl
notification to a user.
This interface represents a specific builder to display a
growl notification with a html message to a user.
This interface represents a specific builder to display a
growl notification with a plain text message to a user.
This interface represents a specific builder to display a growl
notification with a message to a user.
Specifies the different types of notifications.
This interface represents a specific builder to display a
notification with an option to be closed by the user.
This interface represents a specific builder to display a notification with dimensions.
This interface represents a specific builder to display a
notification with a duration.
This interface represents a specific builder to display a
notification with a custom html icon.
This interface represents a specific builder to display a
notification with a title.
This interface represents a specific builder to display a
notification with a
UserNotificationOperationBuilder.Type
.This interface represents a specific builder to display a
notification with a user profile image as icon.
This interface represents the result of a successful user notification operation.
Represents an object, that has a user
This event is triggered when a ticket has been closed by a user without being answered.
This interface represents all events concerning a ticket
and a user.
This event is triggered when a ticket has been internally forwarded
by an user to an agent manually within the novomind iAGENT routing process.
This interface represents the result of a successful ticket operation triggered by an user.
This event is triggered when a ticket has been recategorized by an user.
This event is triggered within the novomind iAGENT routing process when a
previously assigned ticket has been queued again due to a user operation.
This event is triggered when a ticket has been routed to an agent by a user manually.
Signals that a Validation Exception has occurred.
A
ViewContext
object is passed as method parameter for
UI plugins and provides information about the current view context.This interface represents the visibility context of certain entities
This handler provides the visibility information
This handler is only available in the supervisor application
Signals that a wrong parameter has been passed.
Signals that a wrong type has been used.