Package com.novomind.ecom.api.iagent.routing.workflow

Interface TicketStateEventListener

  • public interface TicketStateEventListener
    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. The TicketStateEventListener is only available in the novomind iAGENT routing process and can be implemented as RoutingPlugin. Please note that any changes of the ticket state within other processes like the novomind iAGENT core process will not be handled by this event listener.
    Since:
    12.0

    • Method Detail

      • ticketStateChanged

        default void ticketStateChanged​(TicketStateChangedEvent ticketStateChangedEvent)
        This method is called after a change of the ticket state within the novomind iAGENT routing process. Please note that this method is the default method to be called for all kinds of ticket state change events. If you would like to listen to only one type of ticket state change event, please implement one of the more specific methods.
        Parameters:
        ticketStateChangedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(TicketCreatedEvent ticketCreatedEvent)
        This more specific method is called when a ticket has been created. This may happen due to the following reasons: 1. a ticket was created due to a received message in the novomind iAGENT core process 2. a quick case ticket has been created manually by an agent 3. a new ticket has been created by external plugins 4. an existing ticket has been duplicated manually Please note that ticket operations may not be available yet at this early moment. If any ticket operations should be executed before the ticket is routed to an agent please use the TicketEnqueuedEvent instead.
        Parameters:
        ticketCreatedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentQuickCaseTicketCreatedEvent agentQuickCaseTicketCreatedEvent)
        This more specific method is called when a quick case ticket has been created by an agent. Please note that ticket operations may not be available yet at this early moment. If any ticket operations should be executed before the ticket is routed to an agent please use the TicketEnqueuedEvent instead.
        Parameters:
        agentQuickCaseTicketCreatedEvent - provides information about the event
        Since:
        12.18

      • ticketStateChanged

        default void ticketStateChanged​(AgentPhoneTicketCreatedEvent agentPhoneTicketCreatedEvent)
        This more specific method is called when a phone ticket has been created by an agent. Please note that ticket operations may not be available yet at this early moment. If any ticket operations should be executed before the ticket is routed to an agent please use the TicketEnqueuedEvent instead.
        Parameters:
        agentPhoneTicketCreatedEvent - provides information about the event
        Since:
        12.18

      • ticketStateChanged

        default void ticketStateChanged​(TicketQueuedEvent ticketQueuedEvent)
        This more specific method is called when a ticket has been queued. Please note that this method is the default method to be called for all kinds of ticket queued events. If you would like to listen to only one type of ticket queued event, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods.
        Parameters:
        ticketQueuedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(TicketEnqueuedEvent ticketEnqueuedEvent)
        This more specific method is called when a ticket has been queued after it has been created.
        Parameters:
        ticketEnqueuedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(TicketRoutedEvent ticketRoutedEvent)
        This more specific method is called when a ticket has been assigned to an agent.
        Parameters:
        ticketRoutedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AutoTicketRoutedEvent autoTicketRoutedEvent)
        This more specific method is called when a ticket has been routed to an agent automatically by the novomind iAGENT routing engine.
        Parameters:
        autoTicketRoutedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(UserTicketRoutedEvent userTicketRoutedEvent)
        This more specific method is called when a ticket has been routed to an agent manually by another user.
        Parameters:
        userTicketRoutedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(SupervisorTicketManuallyRoutedEvent supervisorTicketManuallyRoutedEvent)
        This more specific method is called after a ticket has been pushed directly to an agent by a supervisor.
        Parameters:
        supervisorTicketManuallyRoutedEvent - The SupervisorTicketManuallyRoutedEvent provides information about the ticket and the incoming message.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentTicketManuallyRoutedEvent agentTicketManuallyRoutedEvent)
        This more specific method is called after a ticket has been pulled by an agent.
        Parameters:
        agentTicketManuallyRoutedEvent - The AgentTicketManuallyRoutedEvent providing all required information about the ticket and the incoming message.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(TicketRequeuedEvent ticketRequeuedEvent)
        This more specific method is called when a previously assigned ticket has been requeued. Please note that this method is the default method to be called for all kinds of ticket requeued events. If you would like to listen to only one type of ticket requeued event, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods.
        Parameters:
        ticketRequeuedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AutoTicketRequeuedEvent autoTicketRequeuedEvent)
        This more specific method is called when a previously assigned ticket has been requeued automatically.
        Parameters:
        autoTicketRequeuedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(UserTicketRequeuedEvent userTicketRequeuedEvent)
        This more specific method is called when a ticket has been requeued due to a user operation. Please note that this method is the default method to be called for all kinds of ticket requeued events due to user interactions. If you would like to listen to only one type of ticket requeued event caused by an user, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods.
        Parameters:
        userTicketRequeuedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(SupervisorTicketRequeuedEvent supervisorTicketRequeuedEvent)
        This more specific method is called after a ticket has been requeued by a supervisor.
        Parameters:
        supervisorTicketRequeuedEvent - provides information about the ticket and the incoming message.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentTicketRequeuedEvent agentTicketRequeuedEvent)
        This more specific method is called after a ticket has been requeued by an agent.
        Parameters:
        agentTicketRequeuedEvent - providing all required information about the ticket and the incoming message.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AutoResubmittedTicketRoutedEvent autoResubmittedTicketRoutedEvent)
        This more specific method is called when a ticket has been routed to an agent automatically due to a previous resubmit operation.
        Parameters:
        autoResubmittedTicketRoutedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentInternalForwardedTicketRoutedEvent agentInternalForwardedTicketRoutedEvent)
        This more specific method is called after a ticket has been routed to an agent due to an internal forward operation by another agent.
        Parameters:
        agentInternalForwardedTicketRoutedEvent - The AgentInternalForwardedTicketRoutedEvent providing all required information about the ticket and the incoming message.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(SupervisorInternalForwardedTicketRoutedEvent supervisorInternalForwardedTicketRoutedEvent)
        This more specific method is called after a ticket has been routed to an agent due to an internal forward operation by a supervisor.
        Parameters:
        supervisorInternalForwardedTicketRoutedEvent - The SupervisorInternalForwardedTicketRoutedEvent providing all required information about the ticket and the incoming message.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentResubmittedTicketRoutedEvent agentResubmittedTicketRoutedEvent)
        This more specific method is called after a ticket has been routed to an agent due to a previous resubmit operation triggered by the agent itself and that has exceeded its due date.
        Parameters:
        agentResubmittedTicketRoutedEvent - The AgentResubmittedTicketRoutedEvent providing all required information about the ticket and the incoming message.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AutoInternalForwardedTicketRoutedEvent autoInternalForwardedTicketRoutedEvent)
        This more specific method is called when a ticket has been routed to an agent automatically due to a previous internal forward operation.
        Parameters:
        autoInternalForwardedTicketRoutedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(TicketInternalForwardedEvent ticketInternalForwardedEvent)
        This more specific method is called when a ticket has been internally forwarded.
        Parameters:
        ticketInternalForwardedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(UserTicketInternalForwardedEvent userTicketInternalForwardedEvent)
        This more specific method is called after a ticket has been internally forwarded by a user. Please note that this method is the default method to be called for all kinds of internal forward operations triggered by a user. If you would like to listen to only one type of internal forward event, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods.
        Parameters:
        userTicketInternalForwardedEvent - The UserTicketInternalForwardedEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentTicketInternalForwardedEvent agentTicketInternalForwardedEvent)
        This more specific method is called after a ticket has been been internally forwarded by an agent to another agent.
        Parameters:
        agentTicketInternalForwardedEvent - The AgentTicketInternalForwardedEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(SupervisorTicketInternalForwardedEvent supervisorTicketInternalForwardedEvent)
        This more specific method is called after a ticket has been internally forwarded by a supervisor.
        Parameters:
        supervisorTicketInternalForwardedEvent - The SupervisorTicketInternalForwardedEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AutoTicketInternalForwardedEvent autoTicketInternalForwardedEvent)
        This more specific method is called after a ticket has been internally forwarded automatically by the routing engine e.g. due to an external plugin.
        Parameters:
        autoTicketInternalForwardedEvent - The AutoTicketInternalForwardedEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(TicketResubmittedEvent ticketResubmittedEvent)
        This more specific method is called when a ticket has been resubmitted.
        Parameters:
        ticketResubmittedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentTicketResubmittedEvent agentTicketResubmittedEvent)
        This more specific method is called after a ticket has been resubmitted by an agent.
        Parameters:
        agentTicketResubmittedEvent - The AgentTicketResubmittedEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AutoTicketResubmittedEvent autoTicketResubmittedEvent)
        This more specific method is called after a ticket has been resubmitted automatically by the routing engine e.g. due to an external plugin.
        Parameters:
        autoTicketResubmittedEvent - The AutoTicketResubmittedEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(TicketClearanceRequiredEvent ticketClearanceRequiredEvent)
        This method is called after a ticket has changed state to clearance required. Please note that this method is the default method to be called for all events entering the ticket clearance state. If you would like to listen to only one type of ticket clearance event, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods.
        Parameters:
        ticketClearanceRequiredEvent - provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentTicketClearanceRequiredEvent agentTicketClearanceRequiredEvent)
        This more specific method is called after a previously assigned ticket has changed state to clearance required. This happens when a ticket is assigned to an agent during clearance authorization and then the agent logs off without applying clearance or sending again a modified answer.
        Parameters:
        agentTicketClearanceRequiredEvent - provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(TicketAnsweredEvent ticketAnsweredEvent)
        This method is called after a ticket has been answered. Please note that this method is the default method to be called for all kinds of ticket answer operations. If you would like to listen to only one type of ticket answer event, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods.
        Parameters:
        ticketAnsweredEvent - The TicketAnsweredEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentTicketAnsweredEvent agentTicketAnsweredEvent)
        This more specific method is called after a ticket has been answered by an agent.
        Parameters:
        agentTicketAnsweredEvent - The AgentTicketAnsweredEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentTicketAnsweredClearanceRequiredEvent agentTicketAnsweredClearanceRequiredEvent)
        This more specific method is called after a ticket has been answered by an agent and is waiting for clearance now.
        Parameters:
        agentTicketAnsweredClearanceRequiredEvent - The AgentTicketAnsweredClearanceRequiredEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AutoTicketAnsweredEvent autoTicketAnsweredEvent)
        This more specific method is called after a ticket has been answered automatically.
        Parameters:
        autoTicketAnsweredEvent - The AutoTicketAnsweredEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AutoTicketAnsweredClearanceRequiredEvent autoTicketAnsweredClearanceRequiredEvent)
        This more specific method is called after a ticket has been answered automatically and is waiting for clearance now.
        Parameters:
        autoTicketAnsweredClearanceRequiredEvent - The AutoTicketAnsweredClearanceRequiredEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(ExternalTicketAnsweredEvent externalTicketAnsweredEvent)
        This more specific method is called after a ticket has been answered by an external address.
        Parameters:
        externalTicketAnsweredEvent - The ExternalTicketAnsweredEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(ExternalTicketAnsweredClearanceRequiredEvent externalTicketAnsweredClearanceRequiredEvent)
        This more specific method is called after a ticket has been answered by an external address and is waiting for clearance now.
        Parameters:
        externalTicketAnsweredClearanceRequiredEvent - The ExternalTicketAnsweredClearanceRequiredEvent provides information about the event.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(TicketClosedEvent ticketClosedEvent)
        This method is called after a ticket has been closed without being answered. Please not that this method is the default method to be called for all kinds of close operations. If you would like to listen to only one type of close event, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods. within the novomind iAGENT routing process.
        Parameters:
        ticketClosedEvent - provides information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(UserTicketClosedEvent userTicketClosedEvent)
        This method is called after a ticket has been closed without being answered by an user. Please not that this method is the default method to be called for all kinds of close operations triggered by an user. If you would like to listen to only one type of close event, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods.
        Parameters:
        userTicketClosedEvent - The UserTicketClosedEvent provides information about the ticket and the incoming message.
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentTicketClosedEvent agentTicketClosedEvent)
        This more specific method is called after a ticket has been closed without being answered by an agent.
        Parameters:
        agentTicketClosedEvent - The AgentTicketClosedEvent providing all required information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AgentTicketForwardedAndClosedEvent agentForwardedAndTicketClosedEvent)
        This more specific method is called after a ticket has been forwarded and closed without being answered by an agent.
        Parameters:
        agentForwardedAndTicketClosedEvent - The AgentTicketForwardedAndClosedEvent providing all required information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(SupervisorTicketClosedEvent supervisorTicketClosedEvent)
        This more specific method is called after a ticket has been closed without being answered by a supervisor.
        Parameters:
        supervisorTicketClosedEvent - The SupervisorTicketClosedEvent providing all required information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(SupervisorTicketForwardedAndClosedEvent supervisorTicketForwardedAndClosedEvent)
        This more specific method is called after a ticket has been forwarded and closed without being answered by a supervisor.
        Parameters:
        supervisorTicketForwardedAndClosedEvent - The SupervisorTicketForwardedAndClosedEvent providing all required information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(ExternalTicketClosedEvent externalTicketClosedEvent)
        This more specific method is called after a ticket has been closed without being answered by an external recipient.
        Parameters:
        externalTicketClosedEvent - The ExternalTicketClosedEvent providing all required information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AutoTicketClosedEvent autoTicketClosedEvent)
        This more specific method is called after a ticket has been closed without being answered automatically.
        Parameters:
        autoTicketClosedEvent - The AutoTicketClosedEvent providing all required information about the event
        Since:
        12.0

      • ticketStateChanged

        default void ticketStateChanged​(AutoTicketForwardedAndClosedEvent autoTicketForwardedAndClosedEvent)
        This more specific method is called after a ticket has been forwarded and closed without being answered automatically.
        Parameters:
        autoTicketForwardedAndClosedEvent - The AutoTicketForwardedAndClosedEvent providing all required information about the event
        Since:
        12.0