Package com.novomind.ecom.api.imail.model

Interface IssueRoutingInfo

All Known Subinterfaces:
AgentBacklogMailInfoViewContext, AgentOutgoingMailInfoViewContext, AgentTicketAnsweredClearanceRequiredEvent, AgentTicketAnsweredEvent, AgentTicketInternalForwardedEvent, AgentTicketRequeuedEvent, AgentTicketResubmittedEvent, AutoTicketAnsweredClearanceRequiredEvent, AutoTicketAnsweredEvent, AutoTicketInternalForwardedEvent, AutoTicketRequeuedEvent, AutoTicketResubmittedEvent, BacklogCallInfo, BacklogMailInfoViewContext, BacklogMessageInfo, CallRoutingInfo, ExternalTicketAnsweredClearanceRequiredEvent, ExternalTicketAnsweredEvent, OutgoingMailInfoViewContext, OutgoingMessageInfo, PostIncomingMessageEvent, SupervisorTicketInternalForwardedEvent, SupervisorTicketRequeuedEvent, TicketAnsweredEvent, TicketEnqueuedEvent, TicketInternalForwardedEvent, TicketQueuedEvent, TicketRequeuedEvent, TicketResubmittedEvent, TicketRoutingInfo, UserTicketInternalForwardedEvent, UserTicketRequeuedEvent
public interface IssueRoutingInfo
The interface IssueRoutingInfo provides additional information about the routing of an Issue.
Since:
13.0.0

  • Method Details

    • getLastAssignedAgent

      Optional<User> getLastAssignedAgent()
      The method returns the last assigned agent of the issue which also includes the currently assigned agent. If the issue never has been assigned to an agent previously, an empty optional is returned.
      Returns:
      the last assigned agent of the issue or an empty optional if no agent has been assigned yet.
      Since:
      12.0.0

    • getCurrentAssignedAgent

      Optional<User> getCurrentAssignedAgent()
      The method returns the currently assigned agent of the issue. If the issue currently is not assigned, an empty optional is returned.
      Returns:
      the currently assigned agent of the issue or an empty optional if the issue currently is not assigned.
      Since:
      12.0.0

    • getNumberOfAvailableAgents

      Optional<Integer> getNumberOfAvailableAgents()
      The method returns the optional number of currently available agents that are suitable to be assigned to the issue by the automatic routing. Available agents must be logged on and ready for the specific channel. All routing relevant attributes like routing tags, language skills, group and category assignment will be taken into account to calculate the resulting number. Post processing time or a busy phone device do not affect the calculation. Please note that the number of available agents can only be provided if the issue is currently in queued state and assigned to a category with an agent group. Otherwise an empty optional is returned.
      Returns:
      the optional number of currently available agents for the issue or an empty optional, if the number cannot be calculated
      Since:
      13.0

    • getWaitingPosition

      Optional<Integer> getWaitingPosition()
      The method returns the optional current waiting position of the issue in the waiting queue associated with the assigned agent group of the issue. Please note that the waiting position can only be provided if the issue is currently in queued state and assigned to a category with an agent group. Otherwise an empty optional is returned.
      Returns:
      the optional current waiting position of the issue or an empty optional, if the waiting position cannot be calculated
      Since:
      13.0

    • getExpectedWaitTime

      Optional<Duration> getExpectedWaitTime()
      The method returns the optional expected wait time until the issue is expected to be assigned to an agent. Please note that the expected wait time can only be provided if the issue is currently in queued state and assigned to a category with an agent group and also average handling time statistics are available for the agent group. Otherwise an empty optional is returned.
      Returns:
      the optional expected wait time as Duration until the issue is expected to be assigned to an agent or an empty optional, if the duration cannot be calculated
      Since:
      13.0

    • getRoutingDuration

      Optional<Duration> getRoutingDuration()
      The routing duration is the elapsed time between the enqueued date and first routed date. The optional will be empty if the issue has not been routed yet.
      Returns:
      the routing duration of this issue as a duration object.
      Since:
      12.7