Package com.novomind.ecom.api.iagent.model

Interface Category

All Superinterfaces:
Comparable<com.novomind.ecom.common.api.persistence.Entity>, com.novomind.ecom.common.api.attribute.Described, com.novomind.ecom.common.api.attribute.DisplayNamed, com.novomind.ecom.common.api.persistence.Entity, MasterEntity, com.novomind.ecom.common.api.attribute.Named, StorageProvider, SystemGroupAssigned
public interface Category extends MasterEntity, com.novomind.ecom.common.api.attribute.DisplayNamed, com.novomind.ecom.common.api.attribute.Described, StorageProvider, SystemGroupAssigned
Represents a Category object
Since:
10.0.16

  • Method Details

    • getAssignedTransactionCodes

      Set<TransactionCode> getAssignedTransactionCodes()
      Returns an unmodifiable cached view of the assigned transaction codes.
      The returned set is not updated when assignments change.
      Returns:
      the current assigned transaction codes as an unmodifiable set
      Since:
      10.0.38

    • getAssignedTextModuleFirstLevelGroups

      Set<TextModuleFirstLevelGroup> getAssignedTextModuleFirstLevelGroups()
      Returns an unmodifiable cached view of the assigned text module first level groups.
      The returned set is not updated when assignments change.
      Returns:
      the current assigned text module first level groups as an unmodifiable set
      Since:
      10.0.206

    • getAssignedMessageTemplates

      Set<MessageTemplate> getAssignedMessageTemplates(MessageTemplateCategoryAssignmentType messageTemplateCategoryAssignmentType)
      Returns an unmodifiable cached view of the assigned message templates for the given MessageTemplateCategoryAssignmentType. Please note that only for the MessageTemplateCategoryAssignmentType.ALTERNATIVE more than one MessageTemplate can be assigned to a Category at the same time and therefore only in this case the returned set may contain more than one element.
      Parameters:
      messageTemplateCategoryAssignmentType - the MessageTemplateCategoryAssignmentType for the message templates to be returned
      Returns:
      the currently assigned message templates for the given type as an unmodifiable set
      Since:
      12.37
      See Also:

    • getAssignedAgentGroup

      AgentGroup getAssignedAgentGroup()
      Returns:
      the current assigned AgentGroup
      Since:
      10.0.50

    • isUnassigned

      boolean isUnassigned()
      Returns:
      true if this category is not assigned to an AgentGroup, otherwise false
      Since:
      10.0.50

    • getEscalationCategory

      Category getEscalationCategory()
      Returns:
      the category used for escalation
      Since:
      10.0.50

    • getEscalationTimeoutMillis

      Long getEscalationTimeoutMillis()
      Returns:
      the escalation timeout in milliseconds
      Since:
      10.0.50

    • getServiceLevelMillis

      Long getServiceLevelMillis()
      Returns:
      the configured service level for this category in milliseconds
      Since:
      10.0.50

    • isAutoRoutingEnabled

      boolean isAutoRoutingEnabled()
      Returns:
      true if automatic routing is enabled, otherwise false
      Since:
      10.0.50

    • isPrivilegedRoutingEnabled

      boolean isPrivilegedRoutingEnabled()
      Returns:
      true if priviledged routing is enabled, otherwise false
      Since:
      10.0.50

    • isExternalRoutingEnabled

      boolean isExternalRoutingEnabled()
      Returns:
      true if external routing is enabled, otherwise false
      Since:
      13.0

    • isBundlingEnabled

      boolean isBundlingEnabled()
      Returns:
      true if bundling is enabled, otherwise false
      Since:
      10.0.50

    • isAnswerAllowed

      boolean isAnswerAllowed()
      Returns:
      true if it is allowed to answer tickets in this category, otherwise false
      Since:
      10.0.50

    • isCloseWithoutAnswerAllowed

      boolean isCloseWithoutAnswerAllowed()
      Returns:
      true if it is allowed to close tickets without answer in this category, otherwise false
      Since:
      12.39

    • isTransactionCodeRequiredForMail

      boolean isTransactionCodeRequiredForMail()
      Returns:
      true if it is required to specify a TransactionCode to close a ticket in this category, otherwise false
      Since:
      12.29

    • isTransactionCodeRequiredForChat

      boolean isTransactionCodeRequiredForChat()
      Returns:
      true if it is required to specify a TransactionCode to close a chat in this category, otherwise false
      Since:
      12.29

    • isTransactionCodeRequiredForCall

      boolean isTransactionCodeRequiredForCall()
      Returns:
      true if it is required to specify a TransactionCode to close a call in this category, otherwise false
      Since:
      12.29

    • isClearanceRequired

      boolean isClearanceRequired()
      Returns:
      true if a clearance is required, otherwise false
      Since:
      10.0.50

    • isSpellcheckRequired

      boolean isSpellcheckRequired()
      Returns:
      true if spellcheck is required, otherwise false
      Since:
      10.0.50

    • isChatCategory

      boolean isChatCategory()
      Returns:
      true if chats are allowed in this category, otherwise false
      Since:
      10.0.50

    • isAllowedRecategorizationSource

      boolean isAllowedRecategorizationSource()
      Returns:
      true if this category is an allowed source for recategorizations, otherwise false
      Since:
      10.0.50

    • isAllowedRecategorizationDestination

      boolean isAllowedRecategorizationDestination()
      Returns:
      true if this category is an allowed destination for recategorizations, otherwise false
      Since:
      10.0.50

    • isAllowedForPhoneTickets

      boolean isAllowedForPhoneTickets()
      Returns:
      true if this category is allowed for phone tickets
      Since:
      10.0.50

    • isAllowedForNewProcesses

      boolean isAllowedForNewProcesses()
      Returns:
      true if this category is allowed for new processes
      Since:
      10.0.50