AgentInternalForwardedTicketRoutedEvent |
This event is triggered when a ticket has been routed to an agent
due to an internal forward operation by another agent.
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AgentPhoneTicketCreatedEvent |
This event is triggered within the novomind iAGENT routing process when
a phone ticket has been created.
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AgentQuickCaseTicketCreatedEvent |
This event is triggered within the novomind iAGENT routing process when
a quick case ticket has been created.
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AgentResubmittedTicketRoutedEvent |
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.
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AgentTicketAnsweredClearanceRequiredEvent |
This event is triggered when a ticket has been answered by an agent
and now is waiting for clearance before being sent.
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AgentTicketAnsweredEvent |
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.
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AgentTicketClearanceRequiredEvent |
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AgentTicketClosedEvent |
This event is triggered when a ticket has been closed by an agent
within the novomind iAGENT Desk process without being answered.
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AgentTicketForwardedAndClosedEvent |
This event is triggered when a ticket has been forwarded and closed
by an agent within the novomind iAGENT Desk process without being answered.
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AgentTicketInternalForwardedEvent |
This event is triggered when a ticket has been internally forwarded by an
agent to another agent manually within the novomind iAGENT routing process.
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AgentTicketManuallyRoutedEvent |
This event is triggered when a ticket has been pulled by an agent
manually within the novomind iAGENT routing process.
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AgentTicketRecategorizedEvent |
This event is triggered when a ticket has been recategorized by an agent.
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AgentTicketRequeuedEvent |
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.
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AgentTicketResubmittedEvent |
This event is triggered when a ticket has been resubmitted by
an agent manually within the novomind iAGENT routing process.
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AutoInternalForwardedTicketRoutedEvent |
This event is triggered when a ticket has been routed to an agent
due to an automatically triggered internal forward operation.
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AutoResubmittedTicketRoutedEvent |
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.
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AutoTicketAnsweredClearanceRequiredEvent |
This event is triggered when a ticket has been answered automatically
and now is waiting for clearance before being sent.
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AutoTicketAnsweredEvent |
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.
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AutoTicketClosedEvent |
This event is triggered when a ticket has been closed automatically
e.g.
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AutoTicketForwardedAndClosedEvent |
This event is triggered when a ticket has been forwarded and closed
automatically e.g.
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AutoTicketInternalForwardedEvent |
This event is triggered when a ticket has been internally forwarded
automatically within the novomind iAGENT routing process.
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AutoTicketRecategorizedEvent |
This event is triggered when a ticket has been recategorized automatically.
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AutoTicketRequeuedEvent |
This event is triggered within the novomind iAGENT routing process
when a previously assigned ticket has been queued again automatically.
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AutoTicketResubmittedEvent |
This event is triggered when a ticket has been resubmitted
automatically within the novomind iAGENT routing process.
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AutoTicketRoutedEvent |
This event is triggered when a ticket has been routed automatically
to an agent.
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ExternalTicketAnsweredClearanceRequiredEvent |
This event is triggered when a ticket has been answered by an external
clerk and now is waiting for clearance before being sent.
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ExternalTicketAnsweredEvent |
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.
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ExternalTicketClosedEvent |
This event is triggered when a ticket has been closed by an external
recipient within the novomind iAGENT routing process without being answered.
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SupervisorInternalForwardedTicketRoutedEvent |
This event is triggered when a ticket has been routed to an agent
due to an internal forward operation by a supervisor.
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SupervisorTicketClosedEvent |
This event is triggered when a ticket has been closed by a supervisor
within the novomind iAGENT routing process without being answered.
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SupervisorTicketForwardedAndClosedEvent |
This event is triggered when a ticket has been forwarded and closed
by a supervisor within the novomind iAGENT routing process without being answered.
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SupervisorTicketInternalForwardedEvent |
This event is triggered when a ticket has been internally forwarded by a
supervisor to an agent manually within the novomind iAGENT routing process.
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SupervisorTicketManuallyRoutedEvent |
This event is triggered when a ticket has been pushed to an agent by a supervisor
manually within the novomind iAGENT routing process.
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SupervisorTicketRecategorizedEvent |
This event is triggered when a ticket has been recategorized by a supervisor.
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SupervisorTicketRequeuedEvent |
This event is triggered within the novomind iAGENT routing process when
a previously assigned ticket has been queued again by a supervisor.
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TicketAnsweredEvent |
This event is triggered when a ticket has been answered.
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TicketClearanceRequiredEvent |
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TicketCreatedEvent |
This event is triggered within the novomind iAGENT routing process when
a ticket has been created.
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TicketEnqueuedEvent |
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.
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TicketInternalForwardedEvent |
This event is triggered when a ticket has been internally forwarded
within the novomind iAGENT routing process.
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TicketQueuedEvent |
This event is triggered within the novomind iAGENT routing process
when a ticket has been queued in the central backlog.
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TicketRecategorizedEvent |
This event is triggered when a ticket has been recategorized.
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TicketRequeuedEvent |
This event is triggered within the novomind iAGENT routing process
when a ticket has been queued again e.g.
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TicketResubmittedEvent |
This event is triggered when a ticket has been resubmitted.
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TicketRoutedEvent |
This event is triggered within the novomind iAGENT routing process when
a ticket has been routed to an agent.
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UserTicketInternalForwardedEvent |
This event is triggered when a ticket has been internally forwarded
by an user to an agent manually within the novomind iAGENT routing process.
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UserTicketRecategorizedEvent |
This event is triggered when a ticket has been recategorized by an user.
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UserTicketRequeuedEvent |
This event is triggered within the novomind iAGENT routing process when a
previously assigned ticket has been queued again due to a user operation.
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UserTicketRoutedEvent |
This event is triggered when a ticket has been routed to an agent by a user manually.
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