Package com.novomind.ecom.api.iagent.action

Interface AgentActionHandler

  • public interface AgentActionHandler
    This handler provides information about the agent's state and functions to perform specific actions for the agent. This handler is only available in the novomind iAGENT routing process and also in the novomind iAGENT Desk process.
    Since:
    11.16

    • Method Detail

      • getAgentAvailability

        ModifiableAgentAvailability getAgentAvailability​(User user)
                                          throws WrongArgumentException
        This method returns the ModifiableAgentAvailability for an agent. The ModifiableAgentAvailability allows to retrieve and modify the availability state for an agent generally or alternatively for each module (Mail, Chat, Call) separately.
        Parameters:
        user - The agent to get the ModifiableAgentAvailability.
        Returns:
        The ModifiableAgentAvailability for the given agent
        Throws:
        WrongArgumentException - if the given user is not an agent
        Since:
        11.16

      • getAgentAvailability

        ModifiableAgentAvailability getAgentAvailability​(User user,
                                                 AgentGroup agentGroup)
                                          throws WrongArgumentException
        This method returns the ModifiableAgentAvailability for an Agent and an AgentGroup. The ModifiableAgentAvailability allows to retrieve and modify the agent's availability state only for the specified AgentGroup membership generally or alternatively for each module (Mail, Chat, Call) separately.
        Parameters:
        user - The agent to get the ModifiableAgentAvailability.
        agentGroup - The agent group to get the ModifiableAgentAvailability.
        Returns:
        The ModifiableAgentAvailability for the given agent and agent group
        Throws:
        WrongArgumentException - if the given user is not an agent or the agentGroup is not assigned to the agent
        Since:
        12.10

      • getAgentPauseState

        ModifiableAgentPauseState getAgentPauseState​(User user)
                                      throws WrongArgumentException
        This method returns the ModifiableAgentPauseState for an agent. The ModifiableAgentPauseState allows to retrieve and modify the pause state for an agent.
        Parameters:
        user - The agent to get the ModifiableAgentPauseState.
        Returns:
        The ModifiableAgentPauseState for the given agent
        Throws:
        WrongArgumentException - if the given user is not an agent
        Since:
        11.16

      • getAgentPostProcessingState

        ModifiableAgentPostProcessingState getAgentPostProcessingState​(User user)
                                                        throws WrongArgumentException
        This method returns the ModifiableAgentPostProcessingState for an agent. The ModifiableAgentPostProcessingState allows to retrieve and modify the post processing state for an agent.
        Parameters:
        user - The agent to get the ModifiableAgentPostProcessingState.
        Returns:
        The ModifiableAgentPostProcessingState for the given agent
        Throws:
        WrongArgumentException - if the given user is not an agent
        Since:
        11.18

      • getAgentQuickCaseOperationBuilder

        AgentQuickCaseOperationBuilder getAgentQuickCaseOperationBuilder​(User user)
                                                          throws WrongArgumentException
        This method returns the AgentQuickCaseOperationBuilder for an agent. The AgentQuickCaseOperationBuilder allows to build a quick case operation for an agent.
        Parameters:
        user - The agent to get the AgentQuickCaseOperationBuilder for.
        Returns:
        The AgentQuickCaseOperationBuilder for the given agent
        Throws:
        WrongArgumentException - if the given user is not an agent
        Since:
        11.18