Action Descriptions
This page provides a list and descriptions of all the Actions in alphabetical order. For lists of the Actions grouped by DN and Action types, see Regular DN Actions, Mediation DN Actions, and Media-Channel Actions.
Accepted
This retrospective action, also called InteractionAccepted, indicates that an agent (or place) has accepted a delivered interaction. This action terminates the Delivering action, and it is similar to CallAnswered in the telephony model.
Active
This durable action tracks how long a media channel has been active for a particular agent (or place). Stat Server generates this action when the EventMediaAdded event is received from Interaction Server for the media on a place where an agent is logged in. This action ends with the EventMediaRemoved event from Interaction Server.
ACWCompleted
This retrospective action occurs on a mediation DN when the regular DN action AfterCallWork is over. Action duration is the same duration as the corresponding AfterCallWork action. If a switch permits agents to enter AfterCallWork mode while they are still involved in calls, Stat Server generates the ACW on a regular DN upon completion of the interaction. Then, after the ACW action is ended, the ACWCompleted action is generated on a mediation DN, which distributes the interaction to regular DN. This behavior was introduced in the 7.0 release.
Stat Server generates an ACWCompleted or ACWMissed action on the mediation DN when the interaction is directed to the Position or Extension DN via a queue or routing point.
This action was introduced in release 7.0.
ACWMissed
This retrospective action occurs on a mediation DN when the regular DN action AfterCallWork is over. Action ACWMissed is generated on a mediation DN only if an agent enters ACW mode while s/he is on a call that was distributed from a source other than the mediation DN, on which the agent is logged in. Action duration is the same duration as the corresponding action AfterCallWork.
AfterCallWork
This durable action is specific to particular switches and T-Server or SIP Server applications. For multimedia DNs, this action is classified as media-dependent, media-unique. While an agent is not involved in calls, this action starts when Stat Server receives EventAgentNotReady with a WorkMode attribute of AfterCallWork on any of the enabled media channels of a DN. Stat Server cancels generation of an AfterCallWork action (where it was previously postponed) if any of the following occur:
- Stat Server receives the EventAgentNotReady TEvent with a work mode other than AfterCallWork.
- Stat Server receives the EventAgentReady or EventDNDOn TEvents.
- Stat Server receives the EventAgentLogout TEvent (the agent logs out).
If a switch permits an agent to enter AfterCallWork mode while still involved in calls, any call ending with this agent will invoke after-call work. Stat Server generates the AfterCallWork action upon completion of the interaction. This behavior occurs even if Stat Server receives EventNotReady TEvent with Workmode=ACW from T-Server. Stat Server postpones the AfterCallWork action upon termination of the interaction.
The UserData, Reasons, and Extensions attributes from the EventDNDOn or EventDNDOff TEvents are not inherited by this action.
While AfterCallWork persists on a media channel of a multimedia DN, no routing is possible to that channel. (Stat Server marks the media_state component of the DN's capacity vector NR [NotReady].) Stat Server considers the actions occurring on all media channels when determining the DN’s status. A DN's status is the highest ranking action occurring on all enabled media channels according to Stat Server's status priority tables.
If Stat Server receives EventNotReady TEvent with Workmode=ACW while the interaction is active, this action is simultaneous with one of the following call-type actions:
- AfterCallWorkUnknown
- AfterCallWorkInternal
- AfterCallWorkInbound
- AfterCallWorkOutbound
- AfterCallWorkConsult
The interaction type that Stat Server receives from T-Server together with EventReleased, determines which of the preceding five actions occurs simultaneously with AfterCallWork. If AfterCallWork starts after an interaction is released, none of these call-type actions occurs.
Starting with Release 7.0, Stat Server generates AfterCallWork actions only upon completion of the interaction. This behavior allows several statistics to be more independent from a T-Server (and/or a Desktop) implementation; one such statistic is that requested with the ACWCompleted action for queues.
The diagram below illustrates the changes in the ACW calculation schema.
After-Call Work on the Nortel Meridian T-Servers
Stat Server processes ACW-related events when operating with the following T-Servers, subsequently referred to as Meridian or Meridian-like T-Servers:
- NEC-2400
- Release 7.0+ of T-Server for Nortel Meridian 1
- Release 7.0+ of T-Server for Nortel Symposium Call Center
- Release 7.1+ of T-Server for Nortel Communication Server 1000 with SCCS/MLS
Starting with release 7.0 of Meridian-like T-Servers, their ACW-related events are processed differently than they are with other T-Server types. The reason for the difference in processing is that the Meridian-like DN model is different from other DN models that Genesys supports. Unlike other models, this model consists of a Position and Extension DNs linked together.
- To indicate ACW, Meridian-like T-Server applications propagate an EventAgentNotReady TEvent with workmode=ACW the moment an agent requests after-call work functionality (that is, when he or she presses the ACW button). (Other T-Server applications propagate this TEvent upon completion or redirection of the interaction). Meridian-like T-Servers send this TEvent only for Position DN types—it does not send the event for Extension DNs. If no more than one Position/Extension pair is configured on a place, Stat Server logic links together Position and Extension DNs based on how the corresponding Place object is configured in Configuration Server.
- Meridian-like T-Servers propagate an additional EventAgentNotReady TEvent (workmode=ACW) if the agent changes the reason for being in ACW state.
- After-call work terminates when Stat Server receives from T-Server one of the following TEvents:
- EventAgentReady
- EventAgentNotReady (workmode!= ACW)
- EventAgentLogout
Based on the EventAgentNotReady TEvent (with workmode=ACW), Stat Server generates an AfterCallWork action on the Position DN and links the action with the appropriate telephony interaction, if applicable. In addition, if Stat Server recognizes this after-call work as associated with a particular telephony interaction, Stat Server postpones generation of the AfterCallWork action until the interaction is released. Furthermore, Stat Server inherits UserData keys and their values from the interaction and allows filtering of AfterCallWork action through these keys. If reasons are attached to EventAgentNotReady TEvent (workmode= ACW), then Stat Server can use them in filtering. Furthermore, Stat Server reacts when reasons change, such as upon receipt of the subsequent EventAgentNotReady ACW TEvent.
Stat Server generates an ACWCompleted or ACWMissed action on the mediation DN when the interaction is directed to the Position or Extension DN via a queue or routing point.
The following examples illustrate the actions Stat Server generates following receipt of certain TEvents from a Meridian-like T-Server.
ACW with No Associated Interaction
The diagram below illustrates a scenario where Stat Server immediately starts an AfterCallWork action on the Position DN upon receipt of the EventAgentNotReady TEvent (with workmode=ACW) from Meridian-like T-Server, and when there are no telephony interactions on the Position (or Extension) DN.
The diagram shows the events occurring on the Position DN where Stat Server starts an AfterCallWork action. Stat Server terminates it, in this example, upon receipt of an EventAgentReady TEvent. (The EventAgentLogout or EventAgentNotReady TEvents with workmode!= ACW would also terminate the action.)
ACW Request During an Interaction
If a telephony interaction is currently in progress on a Position DN, the related Extension DN, or both, when Stat Server receives an ACW-related TEvent on that Position DN, Stat Server generates an AfterCallWork action on the Position DN only, and only after all calls complete on the Position and/or Extension DNs. Furthermore, Stat Server associates this action only with the last released interaction. Stat Server does not generate an AfterCallWork action on the Extension DN, regardless of where the last interaction took place.
The diagram ACW Request on a Position DN During a Telephony Interaction illustrates this scenario when an inbound interaction is underway on the Position DN. An ACW-related event takes place during the interaction. Stat Server starts an AfterCallWork action when the interaction is released.
During the interaction on the Position DN, the agent presses the ACW button (workmode=ACW). Upon release of the interaction, Stat Server starts an AfterCallWork action on the Position DN. When Stat Server then receives the EventAgentReady TEvent, Stat Server terminates the AfterCallWork action. (EventAgentLogout and EventAgentNotReady with a workmode other than ACW would also terminate the action.)
In the diagram ACW Request on an Extension DN During a Telephony Interaction, the agent presses the ACW button (workmode=ACW) while conducting an interaction on the Extension DN. Stat Server starts an AfterCallWork action on the Position DN upon release of the interaction, and terminates it under the same circumstances as those stated above. This termination occurs regardless of the DN from which the AfterCallWork action is generated.
Clearing ACW During an Interaction
As a special provision, if, after having previously received an EventAgentNotReady TEvent (with workmode=ACW) while one or more calls are in progress on either the Position or Extension DN, Stat Server receives an EventAgentReady or EventAgentNotReady TEvent (with workmode!=ACW) while one or more calls are still in progress, Stat Server does not generate an AfterCallWork action upon release of the subsequent interaction(s).
The diagram Clearing an ACW Request During an Interaction illustrates this scenario. It shows an interaction occurring on the Extension DN. During the interaction, the agent presses the ACW button. T-Server sends an EventAgentNotReady TEvent (workmode=ACW), and Stat Server registers it on the Position DN. Later, during the same interaction, the agent presses the NotReady button. T-Server sends an EventAgentNotReady TEvent (with workmode!=ACW), and Stat Server acknowledges it on the Position DN. As this TEvent and workmode combination terminate after-call work, Stat Server does not start an AfterCallWork action when the interaction terminates, but rather immediately starts a NotReady action on the Position DN when the NotReady button is pressed.
AgentActive
For Stat Server 8.1.0 and lower releases (8.1.0-), this durable action starts on a mediation DN when the status of an agent, who is already logged into that mediation DN through a regular DN that belongs to a place, changes from NotReadyForNextCall. This action ends when agent status changes to NotReadyForNextCall on that mediation DN, when that agent logs out from the mediation DN, or when the NotMonitored action starts. For 8.1.2 and higher releases (8.1.2+), Stat Server generates this action only on DNs on which there is a known agent (the assignment of those DNs to a place is not required).
AgentLogin (Regular DNs)
This momentary action occurs when Stat Server detects agent login to a DN through either of the following:
- Stat Server receives EventAgentLogin on the DN.
- Stat Server receives EventRegistered or EventAddressInfo for the DN indicating agent login.
Stat Server generates this media-independent action when Stat Server detects login to the device, not to a particular media channel on the device.
For a description of this action on mediation DNs, see AgentLogin (Mediation DNs).
AgentLogin (Mediation DNs)
For Stat Server 8.1.0 and lower (releases 8.1.0-), this durable action starts when agent logs on to a mediation DN through a regular DN that belongs to a place and for which the agent is known. This action ends when the agent logs out from the mediation DN or when the NotMonitored action starts. For 8.1.2 (8.1.2+) and higher release, Stat Server generates this action only on DNs for which there is a known agent (the assignment of those DNs to a place is not required).
For a description of this action on regular DNs, see AgentLogin (Regular DNs).
AgentLogout
EventAgentLogout triggers this retrospective, instantaneous action. Furthermore, this action inherits its attributes (such as Reasons) from this TEvent, which can be useful, for example, for tallying the number of agent logout actions that occurred during a particular time frame because of a particular Reason (using Reason-based filtering introduced in the 7.6 release).
The duration of this action coincides with the duration of the agent's login on the DN. Stat Server generates this media-independent action when Stat Server detects:
- EventAgentLogout on a device—not when the agent logs off of a particular media channel.
- EventLinkDisconnected on a regular logged-in DN.
For 8.1.2 and higher releases (8.1.2+), Stat Server generates this action only on DNs for which there is a known agent.
AgentReady
For Stat Server 8.1.0 and lower releases (8.1.0-), this durable action starts on a mediation DN when the status of agent, who is already logged into that mediation DN through a regular DN belonging to a place, changes to WaitForNextCall. This action ends when agent status changes from WaitForNextCall on that mediation DN, when that agent logs out from the mediation DN, or when the NotMonitored action starts. (See Place and Agent Status for a definition of agent status). For 8.1.2 and higher releases (8.1.2+), Stat Server generates this action only on DNs for which there is a known agent (the assignment of those DNs to a place is not required).
ASM_Engaged
This durable action is specific to DNs of the Extension or Position type that are involved with the outbound predictive dialing, which runs in Predictive with seizing mode and is based on the Active Switching Matrix (ASM) call model.
This action starts upon Stat Server’s receipt of:
- EventEstablished on the communication port DN (CPDN).
- EventEstablished on the agent DN where its UserData attribute contains the <"GSW_CALL_TYPE","ENGAGING"> key-value pair.
Prior to Stat Server 7.6, this action started upon receipt of EventRinging. Now, upon receiving EventRinging with ANI/OtherDN pointing to the CPDN, Stat Server generates the CallRinging action.
N-Dialer makes a predictive dialing call to a customer number and delivers an engaging call (of the Inbound or Internal type) to an agent via a CPDN. The action indicates that the agent on a particular DN is waiting for the customer to be connected.
This action ends for communication port DNs when any of the following occur:
- The ASM_Outbound action starts on the CPDN.
- The customer is connected to the agent.
- Either the predictive dialing or the engaging call is released (through receipt of EventReleased or EventAbandoned) before the agent and the customer are connected to each other.
- The NotMonitored action starts.
This action ends for agent DNs when any of the following occurs:
- The ASM_Outbound action starts on the agent DN.
- Either the predictive dialing or the engaging call is released (through receipt of EventReleased or EventAbandoned) before the agent and the customer are connected to each other.
- The NotMonitored action starts.
ASM_Outbound
This durable action is specific to DNs of the Extension or Position type that are involved with the outbound predictive dialing, which runs in Predictive with seizing mode and is based on the Active Switching Matrix (ASM) call model.
This action starts upon Stat Server’s receipt of:
- EventAttachedDataChanged on the agent DN with UserData containing the (''GSW_RECORD_HANDLE'',<any value>) key-value pair.
- EventPartyChanged on the agent DN with PreviousConnID pointing to a call that Stat Server recognizes as ASM-engaged and UserData containing the <''GSW_CALL_TYPE'',''REGULAR''> key-value pair.
This action ends on the CPDN when either the agent or the customer releases the call or if the NotMonitored action starts. On the agent DN, this action ends when the call ends on the agent’s DN or when the NotMonitored action starts.
Available
This durable action indicates that an agent (or place) is ready to receive interactions on a particular media channel. This action is similar to WaitForNextCall in the telephony model.
BeingCoached
Stat Server generates this momentary action when coaching begins on a chat interaction, whether by invitation or not.
BeingMonitored
Stat Server generates this momentary action when monitoring begins on a chat interaction.
Blocked
This durable action indicates that an agent (or place) has put himself or herself into the NotReady state for a particular media, and/or that he or she has selected DoNotDisturb. This action is similar to the NotReadyForNextCall action.
CallAbandoned
This retrospective action derives from the CallWait durable action if CallWait terminates because of EventAbandoned with an AttributeReliability attribute equal to TReliabilityOk.
CallAbandoned is always simultaneous with one of the following call-type actions:
- CallAbandonedUnknown
- CallAbandonedInternal
- CallAbandonedInbound
- CallAbandonedOutbound
- CallAbandonedConsult
The interaction type that Stat Server receives from T-Server with EventQueued or EventRouteRequest determines which of the above five actions occurs simultaneously with CallAbandoned.
CallAbandonedFromDialing
This retrospective action derives from the CallDialing durable action if CallDialing terminates because of EventReleased and if the interaction is not a consult call with an interaction state of Transferred or Conferenced.
CallAbandonedFromDialing is always simultaneous with one of the following call-type actions:
- CallAbandonedFromDialingUnknown
- CallAbandonedFromDialingInternal
- CallAbandonedFromDialingInbound
- CallAbandonedFromDialingOutbound
- CallAbandonedFromDialingConsult
The interaction type that Stat Server receives from T-Server with EventReleased determines which of the above five actions occurs simultaneously with CallAbandonedFromDialing.
CallAbandonedFromHold
This retrospective action derives from the CallOnHold durable action if CallOnHold terminates because of EventReleased with an interaction state other than Transferred.
CallAbandonedFromHold is always simultaneous with one of the following call-type actions:
- CallAbandonedFromHoldUnknown
- CallAbandonedFromHoldInternal
- CallAbandonedFromHoldInbound
- CallAbandonedFromHoldOutbound
- CallAbandonedFromHoldConsult
The interaction type that Stat Server receives from T-Server with EventReleased determines which of the above five actions occurs simultaneously with CallAbandonedFromHold.
CallAbandonedFromRinging (Regular DNs)
This retrospective action derives from the CallRinging durable action if CallRinging terminates because of EventReleased or EventAbandoned (specifically, without interaction state 22-Redirected or 23-Forwarded). The AttributeReliability attribute, a new attribute provided with 7.1 T-Servers, must accompany EventAbandoned and this attribute’s value must equal TReliabilityOk.
CallAbandonedFromRinging is always simultaneous with one of the following call-type actions:
- CallAbandonedFromRingingUnknown
- CallAbandonedFromRingingInternal
- CallAbandonedFromRingingInbound
- CallAbandonedFromRingingOutbound
- CallAbandonedFromRingingConsult
The interaction type that Stat Server receives from T-Server with EventReleased or EventAbandoned determines which of the above five actions occurs simultaneously with CallAbandonedFromRinging.
This action may occur simultaneously with the retrospective CallAbandonedFromRinging (Mediation DNs) action.
CallAbandonedFromRinging (Mediation DNs)
For regular interactions, this retrospective action occurs at a mediation DN when EventReleased (with an interaction state other than CallForwarded or CallRedirected) is received after EventRinging from a DN to which an interaction was going to be distributed from the mediation DN. It receives as its duration the interval from the moment when the interaction entered the mediation DN (EventQueued or EventRouteRequest) to the moment when the interaction was abandoned (EventReleased).
For hunt-call interactions, this retrospective action occurs at a mediation DN when EventAbandoned is received on that DN, given that EventRinging had been previously received on at least one agent DN, belonging to a hunt group. The resultant action receives as its duration from the moment that the call entered the mediation DN (EventQueued or EventRouteRequest) to the moment when the interaction was abandoned (EventAbandoned).
CallAbandonedFromRinging (Virtual Queues)
For virtual queue objects that are controlled by a Multimedia-monitored switch this retrospective action occurs when Stat Server receives from Interaction Server the EventRevoked event with the Abandoned reason.
The duration that Stat Server prescribes to this action is the interval from EventQueued to EventRevoked.
This action is similar to CallAbandonedFromRinging (Mediation DNs) in the telephony model.
CallAnswered (Regular DNs)
This retrospective action derives from the CallRinging durable action if CallRinging terminates because of EventEstablished.
CallAnswered is always simultaneous with one of the following call-type actions:
- CallAnsweredUnknown
- CallAnsweredInternal
- CallAnsweredInbound
- CallAnsweredOutbound
- CallAnsweredConsult
The interaction type that Stat Server receives from T-Server with EventEstablished determines which of the above five actions occurs simultaneously with CallAnswered (Regular DNs).
This action may occur simultaneously with the retrospective mediation DN action CallAnswered (Mediation DNs).
CallAnswered (Mediation DNs)
This retrospective action occurs at a mediation DN when EventEstablished is received after EventRinging from a DN to which an interaction was distributed from the mediation DN. CallAnswered receives as its duration the interval from the moment when the interaction enters the mediation DN (the latest of the EventQueued, EventRouteRequest or EventPartyChanged TEvents if it occurs while the call is waiting in queue or at the routing point) to the moment when the agent takes the interaction (EventEstablished or EventDiverted, whichever is latest).
CallAnswered is always simultaneous with one of the following call-type actions:
- CallAnsweredUnknown
- CallAnsweredInternal
- CallAnsweredInbound
- CallAnsweredOutbound
- CallAnsweredConsult
The interaction type that Stat Server receives from T-Server with EventQueued or EventRouteRequest determines which of the above five actions occurs simultaneously with CallAnswered (Mediation DNs).
This action may occur simultaneously with the CallAnswered (Regular DNs) retrospective action.
CallAnswered (Virtual Queues)
For virtual queue objects that are controlled by a Multimedia-monitored switch this retrospective action occurs when Stat Server receives EventPartyAdded as a result of an agent accepting the interaction. The duration that Stat Server prescribes to this action is the interval from EventQueued to EventPartyAdded.
This action is similar to CallAnswered (Mediation DNs) in the telephony model.
CallCleared
Stat Server generates this retrospective action only on a virtual queue. The action derives from the CallWait durable action if CallWait terminates because of EventDiverted with an interaction state of Redirected. With this event, the Universal Routing Server, by means of T-Server, indicates that an interaction has left this queue and is being delivered to an agent from another virtual queue.
CallCleared is always simultaneous with one of the following call-type actions:
- CallAbandonedUnknown
- CallAbandonedInternal
- CallAbandonedInbound
- CallAbandonedOutbound
- CallAbandonedConsult
The interaction type that Stat Server receives from T-Server with EventQueued or EventRouteRequest determines which of the above five actions occurs simultaneously with CallCleared.
CallConferenceJoined
This momentary action occurs in a conference call at a DN that was added to the conference. CallConferenceJoined derives from:
- EventPartyChanged for a two step conference
- EventEstablished for a single step conference
with an interaction state of Conferenced.
CallConferenceMade
Once the transfer completes, this momentary action occurs at the DN that initiated the conference. CallConferenceMade derives from EventPartyAdded with an interaction state of Conferenced, a ThirdPartyDNRole of AddedBy, and a ThirdPartyDN equal to ThisDN.
CallConferenceOriginated
This durable action measures the amount of time that an agent spent in a three-party conference. In regular PBX scenarios, this action starts when the originating agent invites another agent to a call (EventPartyChanged) and stops when the originating agent leaves the conference (EventReleased). The CallConferenceOriginated action is not supported in blind conferences when a conference completes while the call is at a routing point or ACD queue.
For CallConferenceOriginated actions that are triggered by the EventPartyChanged TEvent with the CallState attribute set to Conferenced, all attributes (ThisQueue, DNIS, and others) are now taken from this TEvent.
In network-attended transfer and conference scenarios, this action starts when Stat Server receives NetworkCallStateConferenced as the value of the AttributeNetworkCallState attribute for the originating agent and stops when this attribute’s value becomes NetworkCallStateReconnected, NetworkCallStateDisconnected, NetworkCallStateTransferred or NetworkCallStateConferenced for the originating agent or when the NotMonitored action starts.
Statistics based on this action include the originating agent's continued involvement in conferenced calls, regardless of whether this involvement is active or inactive.
CallConferencePartyAdded
This momentary action occurs at all DNs participating in a conference call when a new DN joins the conference. CallConferencePartyAdded derives from EventPartyAdded with a ThirdPartyDNRole of AddedBy and a ThirdPartyDN different from ThisDN.
CallConferencePartyDeleted
This momentary action occurs in a conference call at all DNs left in the conference when a DN ends its participation in the conference. It derives from EventPartyDeleted.
CallConsult
This durable action starts when Stat Server receives EventEstablished from a DN with a value of Consult for the interaction-type parameter. Call origination, whether from within the contact center or outside, is not indicated. This action's corresponding initial momentary action is CallConsultStarted.
CallConsult ends with EventReleased or EventPartyChanged for the same call or when the NotMonitored action starts. When CallConsult ends with EventReleased, it causes the CallConsultCompleted retrospective action to occur. When CallConsult ends with EventPartyChanged, it causes the CallPartyChanged retrospective action to occur.
CallConsultCompleted
This retrospective action derives from the CallConsult durable action. CallConsultCompleted is generated when a consultation call completes.
Use CallConsultCompleted instead of CallConsult for filtering attached data at the end of actions.
CallConsultOriginated
This durable action starts when Stat Server receives EventEstablished from a DN with a value of Consult for the interaction-type parameter. This action is similar to a CallConsult action providing additional information about call origination–namely, from an agent’s DN. Its corresponding initial momentary action is CallConsultStarted.
CallConsultOriginated ends with EventReleased or EventPartyChanged for the same call or when the NotMonitored action starts. When CallConsultOriginated ends with EventPartyChanged, this action causes Stat Server to generate the CallPartyChanged retrospective action.
CallConsultReceived
This durable action starts when Stat Server receives EventEstablished from a DN with a value of Consult for the interaction-type parameter. This action is similar to a CallConsult action providing additional information about call origination—namely, from a DN outside the contact center. Its corresponding initial momentary action is CallConsultStarted.
CallConsultReceived ends with EventReleased or EventPartyChanged for the same call or when the NotMonitored action starts. When it ends with EventPartyChanged, it causes the retrospective action CallPartyChanged.
CallConsultStarted
This momentary action occurs whenever the CallConsult, CallConsultOriginated, or CallConsultReceived durable action starts.
CallDialConferenced
This retrospective action derives from the CallDialing durable action if CallDialing terminates because of EventReleased for a consult call with an interaction state of Conferenced. CallDialConferenced is interaction-type specific, so it can also be considered to derive from CallDialingConsult.
CallDialTransferred
This retrospective action derives from the CallDialing durable action if CallDialing terminates because of EventReleased for a consult call with an interaction state of Transferred. CallDialTransferred is interaction-type specific, so it can also be considered to derive from CallDialingConsult.
CallDialed
This retrospective action derives from the CallDialing durable action if CallDialing terminates because of EventEstablished.
CallDialed is always simultaneous with one of the following call-type actions:
- CallDialedUnknown
- CallDialedInternal
- CallDialedInbound
- CallDialedOutbound
- CallDialedConsult
The interaction type that Stat Server receives from T-Server with EventDialing determines which of the above five actions occurs simultaneously with CallDialed.
CallDialing
This durable action starts when Stat Server receives EventDialing from T-Server for a DN. Its corresponding initial momentary action is CallDialingStarted.
This action lasts until Stat Server receives either EventEstablished or EventReleased for the same call, or until the NotMonitored action starts. If EventEstablished or EventReleased is received, and, in the latter case, if the interaction is a consult call with a call state of Transferred or Conferenced, the termination of CallDialing produces the retrospective action CallDialed, CallAbandonedFromDialing, CallDialTransferred, or CallDialConferenced.
CallDialing is always simultaneous with one of the following call-type actions:
- CallDialingUnknown
- CallDialingInternal
- CallDialingInbound
- CallDialingOutbound
- CallDialingConsult
The interaction type that Stat Server receives from T-Server with EventDialing determines which of the preceding five actions occurs simultaneously with CallDialing.
CallDialingStarted
This momentary action occurs whenever the CallDialing durable action starts.
CallDialingStarted is always simultaneous with one of the following call-type actions:
- CallDialingStartedUnknown
- CallDialingStartedInternal
- CallDialingStartedInbound
- CallDialingStartedOutbound
- CallDialingStartedConsult
The interaction type that Stat Server receives from T-Server with EventDialing determines which of the above five actions occurs simultaneously with CallDialingStarted.
CallDistributed
This retrospective action derives from the CallWait durable action if CallWait terminates because Stat Server receives EventRouteUsed or EventDiverted from T-Server.
In addition, for virtual queue objects, EventDiverted must contain an interaction state other than Redirected.
For T-Server-originating events, CallDistributed is always simultaneous with one of the following call-type actions:
- CallDistributedUnknown
- CallDistributedInternal
- CallDistributedInbound
- CallDistributedOutbound
- CallDistributedConsult
The interaction type that Stat Server receives from T-Server with EventQueued or EventRouteRequest determines which of the above five actions occurs simultaneously with CallDistributed.
CallDistributedToQueue
Stat Server generates this retrospective action on a mediation DN (DN1) if an interaction is distributed from this DN to a second mediation DN (DN2). The duration of this action is equal to the time from receipt of an EventQueued or EventRouteRequest TEvent on DN1 until the receipt of an EventQueued or EventRouteRequest on DN2. Stat Server does not generate this action if an interaction enters DN2 but has not been distributed from DN1. Stat Server also does not generate this action if an interaction is distributed from DN1 to a nonmediation DN, such as to an agent's DN. After Stat Server generates CallDistributedToQueue on DN1, DN1 is cleared from the list of DNs from which the interaction can be distributed.
CallDistributedToQueue is always simultaneous with one of the following call-type actions:
- CallDistributedToQueueInternal
- CallDistributedToQueueInbound
- CallDistributedToQueueOutbound
- CallDistributedToQueueConsult
- CallDistributedToQueueUnknown
The interaction type that Stat Server receives from T-Server with EventQueued or EventRouteRequest determines which of the above five actions occurs simultaneously with CallDistributedToQueue.
CallEntered
This momentary action occurs, depending on the type of the DN, when Stat Server receives EventQueued or EventRouteRequest from T-Server.
For T-Server-originating events, CallEntered is always simultaneous with one of the following call-type actions:
- CallEnteredUnknown
- CallEnteredInternal
- CallEnteredInbound
- CallEnteredOutbound
- CallEnteredConsult
The interaction type that Stat Server receives from T-Server with EventQueued or EventRouteRequest determines which of the above five actions occurs simultaneously with CallEntered.
CallEntered will be generated only once for the queue and the same still active call.
CallForwarded (Regular DNs)
This retrospective action derives from the CallRinging durable action if CallRinging terminates because of EventReleased with an interaction state of Forwarded or Redirected (when the forwarding functionality is enabled on a DN).
CallForwarded is always simultaneous with one of the following call-type actions:
- CallForwardedUnknown
- CallForwardedInternal
- CallForwardedInbound
- CallForwardedOutbound
- CallForwardedConsult
This action may occur simultaneously with the CallForwarded (Mediation DNs) retrospective action.
CallForwarded (Mediation DNs)
For regular interactions, this retrospective action occurs at a mediation DN when Stat Server receives EventReleased (with an interaction state of CallForwarded or CallRedirected) following EventRinging from a DN to which an interaction was going to be distributed from the mediation DN. Action duration is the interval from the moment when the interaction enters the mediation DN (EventQueued or EventRouteRequest) to the moment when the interaction is abandoned (EventReleased).
For hunt-call interactions, Stat Server never generates this action.
CallHeld
This momentary action occurs whenever the CallOnHold durable action starts.
CallHeld is always simultaneous with one of the following call-type actions:
- CallHeldUnknown
- CallHeldInternal
- CallHeldInbound
- CallHeldOutbound
- CallHeldConsult
The interaction type that Stat Server receives from T-Server with EventHeld determines which of the above five actions occurs simultaneously with CallHeld.
CallInbound
This durable action starts when Stat Server receives:
- EventEstablished.
- EventPartyChanged from a DN with a value of Inbound for the interactiontype parameter.
Its corresponding initial momentary action, upon receipt of EventEstablished, is CallInboundStarted. Stat Server generates this action upon receipt of EventPartyChanged when T-Server configuration causes T-Server to transmit an Inbound interaction type with the TEvent rather than Consult. This can happen, for example, when the use-data-from T-Server configuration option is set to consult-user-data.
CallInbound ends with EventReleased for the same interaction, causing the CallInboundCompleted retrospective action to occur, when EventPartyChanged is received for a different party, or when the NotMonitored action starts.
CallInboundCompleted
This retrospective action derives from the CallInbound durable action. CallInboundCompleted is generated when an inbound interaction completes.
Use CallInboundCompleted instead of CallInbound for filtering attached data at the end of actions.
CallInboundStarted
This momentary action occurs whenever the CallInbound durable action starts.
CallInternal
This durable action starts when Stat Server receives EventEstablished from a DN with a value of Internal for the interaction-type parameter. Its corresponding initial momentary action is CallInternalStarted.
CallInternal ends with EventReleased for the same interaction, causing the CallInternalCompleted retrospective action to occur, or when the NotMonitored action starts.
CallInternalCompleted
This retrospective action derives from the CallInternal durable action. CallInternalCompleted is generated when an internal interaction completes.
Use CallInternalCompleted instead of CallInternal for filtering attached data at the end of actions.
CallInternalOriginated
This durable action starts when Stat Server receives EventEstablished from a DN with a value of Internal for the interaction-type parameter. This action is similar to a CallInternal action, providing additional information about interaction origination—namely, from an agent’s DN. Its corresponding initial momentary action is CallInternalStarted.
CallInternalOriginated ends with EventReleased for the same interaction or when the NotMonitored action starts.
CallInternalReceived
This durable action starts when Stat Server receives EventEstablished from a DN with a value of Internal for the interaction-type parameter. This action is similar to a CallInternal action, providing additional information about origination of the interaction—namely, from a DN not belonging to the agent. Its corresponding initial momentary action is CallInternalStarted.
CallInternalReceived ends with EventReleased for the same interaction or when the NotMonitored action starts.
CallInternalStarted
This momentary action occurs whenever the CallInternal durable action starts.
CallMissed
This retrospective action occurs on a mediation DN when EventReleased comes after EventEstablished. It applies to calls distributed from a source other than the mediation DN, on which the agent is logged in. Action duration is the interval beginning with EventEstabished and ending with EventReleased.
Action CallMissed is not generated on a mediation DN at the time when a call is released on an agent's DN, if at that moment the agent's DN is no longer associated with the mediation DN, either through an agent group or place group.
CallObserved...
The CallObserved... actions include the following:
- CallObservedUnknown
- CallObservedInternal
- CallObservedInbound
- CallObservedOutbound
- CallObservedConsult
One of these durable actions starts in one the following cases:
- Stat Server receives EventPartyAdded with ThisDNRole equal to Destination and OtherDNRole equal to Observer.
- For ConnID Stat Server receives the EventPartyChanged event with PreviousConnID not equal to ConnID and action CallObserved... existed for the PreviousConnID.
The action terminates in one the following cases:
- Stat Server receives EventPartyDeleted for the agent's DN with OtherDNRole equal to Observer.
- Stat Server receives EventReleased for the interaction.
- For PreviousConnID Stat Server receives the EventPartyChanged event with PreviousConnID not equal to ConnID.
- The NotMonitored action starts.
Supervisor participation in an interaction does not affect the Service Observed statistics.
CallOnHold
This durable action starts when Stat Server receives EventHeld from T-Server for a DN. Its initial momentary action is CallHeld.
This action lasts until Stat Server receives either EventRetrieved or Event Released for the same interaction, or until the NotMonitored action starts. If Stat Server receives EventRetrieved or EventReleased and, in the latter case, if the interaction state is Transferred, termination of CallOnHold produces one of the following retrospective actions:
- CallRetrievedFromHold
- TransferredFromHold
- CallAbandonedFromHold
CallOnHold is always simultaneous with one of the following call-type actions:
- CallOnHoldUnknown
- CallOnHoldInternal
- CallOnHoldInbound
- CallOnHoldOutbound
- CallOnHoldConsult
The interaction type that Stat Server receives from T-Server with EventHeld determines which of the above five actions occurs simultaneously with CallOnHold.
When determining status, Stat Server temporarily hides from consideration the corresponding DN action (CallInternal, CallInbound, CallOutbound, or CallUnknown) of an established telephony interaction on the same DN for the duration that the interaction is on hold.
CallOutbound
This durable action starts when Stat Server receives EventEstablished from a DN with a value of Outbound for the interaction-type parameter. Its corresponding initial momentary action is CallOutboundStarted.
CallOutbound ends with EventReleased for the same interaction, causing the CallOutboundCompleted retrospective action to occur, or when the NotMonitored action starts.
CallOutboundCompleted
This retrospective action derives from the CallOutbound durable action. CallOutboundCompleted is generated when an outbound interaction completes.
Use CallOutboundCompleted instead of CallOutbound for filtering attached data at the end of actions.
CallOutboundStarted
This momentary action occurs whenever the CallOutbound durable action starts.
CallPartyChanged
This retrospective action derives from the following:
- The CallConsult, the CallConsultOriginated, or the CallConsultReceived durable actions if any of these actions terminate because of EventPartyChanged.
- The CallInbound action, in circumstances where T-Server configuration causes T-Server to transmit an Inbound interaction type with the TEvent rather than Consult, such as may be the case when the use-data-from T-Server configuration option is set to consult-user-data.
CallReleased (Mediation DNs)
This retrospective action occurs at a mediation DN when EventReleased comes after EventEstablished from a regular DN, for an interaction distributed from the mediation DN. Action duration is the interval from EventEstabished to EventReleased.
CallReleased (Virtual Queues)
For virtual queue objects that are controlled by a Multimedia-monitored switch this retrospective action occurs when Stat Server receives EventPartyRemoved as a result of an agent finishing an interaction. Stat Server calculates the duration from the moment of acceptance of an interaction (EventPartyAdded) until the moment that the last involved party of the interaction leaves it (EventPartyRemoved).
Stat Server does not generate this action if an interaction is offered to a contact-center handling resource but the resource does not explicitly accept or answer it. Such may be the case where the configured time interval for acceptance times out and Stat Server receives the EventRevoked event from Interaction Server.
This action is similar to CallReleased (Mediation DNs) in the telephony model.
CallRetrievedFromHold
This retrospective action derives from the CallOnHold durable action if CallOnHold terminates because of EventRetrieved.
CallRetrievedFromHold is always simultaneous with one of the following call-type actions:
- RetrievedFromHoldUnknown
- RetrievedFromHoldInternal
- RetrievedFromHoldInbound
- RetrievedFromHoldOutbound
- RetrievedFromHoldConsult
The interaction type that Stat Server receives from T-Server with EventEstablished determines which of the above five actions occurs simultaneously with CallRetrievedFromHold.
CallRinging
This durable action starts when Stat Server receives either:
- EventRinging from T-Server for a DN or, for an interaction derived from a consult call, when Stat Server receives EventPartyChanged.
- EventPartyChanged in circumstances where T-Server configuration causes T-Server to transmit an Inbound interaction type with the TEvent rather than Consult, such as may be the case when the use-data-from T-Server configuration option is set to consult-user-data.
Its initial momentary action is CallRingingStarted. CallRinging lasts until Stat Server receives:
- EventEstablished
- EventReleased
- EventPartyChanged for a consult call and for the same interaction
Or, until the NotMonitored (Regular DNs) action starts.
If EventEstablished, EventReleased, or, for a consult call, EventPartyChanged is received, the termination of CallRinging produces the retrospective action CallAnswered (Regular DNs), CallAbandonedFromRinging (Regular DNs) , or CallRingingPartyChanged (Regular DNs) .
CallRinging is always simultaneous with one of the following call-type actions:
- CallRingingUnknown
- CallRingingInternal
- CallRingingInbound
- CallRingingOutbound
- CallRingingConsult
The interaction type that Stat Server receives from T-Server with EventRinging determines which of the above five actions occurs simultaneously with CallRinging.
CallRingingPartyChanged (Regular DNs)
This retrospective action derives from the following:
- The CallRinging durable action, if CallRinging terminates because of EventPartyChanged for a consult call.
- The CallRingingConsult action, as CallRingingPartyChanged (Regular DNs) is interaction-type-specific.
- The CallInbound action, in circumstances where T-Server configuration causes T-Server to transmit an Inbound interaction type with the TEvent instead of Consult, such as may be the case when the use-data-from T-Server configuration option is set to consult-user-data.
CallRingingPartyChanged (Mediation DNs)
CallRingingPartyChanged (Mediation DNs) is a retrospective, interaction-related action reflecting Regular DN actions that Stat Server generates on Mediation DNs. Similar retrospective action is CallRingingPartyChanged (Regular DNs).
CallRingingStarted
This momentary action occurs whenever the CallRinging durable action starts.
CallRingingStarted is always simultaneous with one of the following call-type actions:
- CallRingingStartedUnknown
- CallRingingStartedInternal
- CallRingingStartedInbound
- CallRingingStartedOutbound
- CallRingingStartedConsult
The interaction type that Stat Server receives from T-Server with EventRinging determines which of the above five actions occurs simultaneously with CallRingingStarted.
CallTransferMade
This momentary action occurs at the DN from which a transfer was initiated (by TInitiateTransfer, TSingleStepTransfer, or TMuteTransfer, or by TMergeCalls) once the transfer is completed (EventReleased is received with an interaction state of Transferred).
CallTransferMade is always simultaneous with one of the following call-type actions:
- CallTransferMadeUnknown
- CallTransferMadeInternal
- CallTransferMadeInbound
- CallTransferMadeOutbound
- CallTransferMadeConsult
CallTransferPartyChanged
Once the transfer completes, this momentary action occurs at the DN of the first party for a call transferred from a second party to a third. CallTransferPartyChanged derives from EventPartyChanged with an interaction state of Transferred and a ConnID equal to PreviousConnID.
CallTransferTaken
This momentary action occurs at the DN when a transfer is made, once the transfer completes (EventEstablished). This action requires one of the following conditions:
- Stat Server receives EventPartyChanged with an interaction state of Transferred and a ConnID different from PreviousConnID.
- Stat Server receives EventPartyChanged for this interaction on some mediation DN prior to distribution to a regular DN.
- Stat Server receives EventRinging with an interaction state of Transferred. (Refer to the description of the generate-transfer-taken-on-ringing configuration option in the Framework Stat Server Deployment Guide to learn how to control this aspect of CallTransferTaken action generation.)
- Stat Server receives EventRouteRequest with a CallState attribute of OK on a routing point if such event was preceded by EventQueued on the same routing point with a CallState attribute of Transferred.
- Note, that EventQueued will only be handled on a routing point, if the rp-handle-queueing-events configuration option in the [statserver] section has been set to true. (Refer to the option description in the Framework Stat Server Deployment Guide to learn how to control this aspect of CallTransferTaken action generation.)
CallTreatmentCompleted
This retrospective action is not derived from a durable action. CallTreatmentCompleted occurs when Stat Server receives EventTreatmentCompleted from T-Server, and the duration of this action is the total duration of the treatment.
CallTreatmentNotStarted
This momentary action occurs when Stat Server receives EventTreatmentNotApplied from T-Server.
CallTreatmentStarted
This momentary action occurs when Stat Server receives EventTreatmentApplied from T-Server.
CallUnknown
This durable action starts when Stat Server receives EventEstablished from a DN with a value of Unknown for the interaction-type parameter. Its corresponding initial momentary action is CallUnknownStarted.
CallUnknown ends with EventReleased for the same interaction, causing the CallUnknownCompleted retrospective action to occur, or when the NotMonitored action starts.
CallUnknownCompleted
This retrospective action derives from the CallUnknown durable action. CallUnknownCompleted is generated when an unknown interaction completes.
Use CallUnknownCompleted instead of CallUnknown for filtering attached data at the end of actions.
CallUnknownStarted
This momentary action occurs whenever the CallUnknown durable action starts.
CallWait
Stat Server generates this durable action depending on the object’s type:
- Upon receipt of EventQueued (for ACD and virtual queue objects).
- Upon receipt of EventRouteRequest (for routing points objects).
Its corresponding initial momentary action is CallEntered.
CallWait action ends:
- Upon receipt of the following TEvents (for routing points and ACD and virtual queue objects):
- EventRouteUsed
- EventDiverted
- EventAbandoned
- EventPartyChanged
- EventReleased
- Upon receipt of EventAddressInfo (for queue and routing point objects)
- When the NotMonitored action starts (such as when T-Server disconnects)
For T-Server-originating events, CallWait is always simultaneous with one of the following call-type actions:
- CallWaitUnknown
- CallWaitInternal
- CallWaitInbound
- CallWaitOutbound
- CallWaitConsult
The interaction type that Stat Server receives from T-Server with EventQueued or EventRouteRequest determines which of the above five actions occurs simultaneously with CallWait.
CoachingByIntrusionInitiated
This momentary action indicates that a resource has begun coaching a chat interaction without the invitation of the agent who is conducting the chat session.
CoachingByRequestInitiated
This retrospective action indicates that an agent has begun coaching an interaction and not the initiator of this activity. Stat Server calculates the duration from the moment when coaching is started to the moment when coaching is finished.
This retrospective action is not derived from a durable action.
CoachingRequested
This momentary action indicates that an agent requested coaching regardless of whether a coaching session was actually granted.
ConferenceJoined
This momentary action, also called InteractionConferenceJoined, indicates that an agent has accepted and joined a conference. This action is similar to CallConferenceJoined in the telephony model.
ConferenceJoinedByIntrusion
Stat Server generates this momentary action when a resource joins a conference without the invitation from the agent who is conducting the conference.
ConferenceMade
This momentary action, also called InteractionConferenceMade, indicates that an agent has initiated a conference. This action is similar to CallConferenceMade in the telephony model.
Delivering
Stat Server generates this durable action, also called InteractionDelivering, for all interactions in the Delivering phase for a particular media on agent and/or place objects. Delivering follows EventInvite, and precedes receipt of EventPartyChanged, EventRevoked, and EventRejected for a particular interaction, agent, and media. This action is similar to CallRinging in the telephony model.
DeliveringStarted
This momentary action, also called InteractionDeliveringStarted, marks the onset of interaction delivery (Delivering) for any interaction type, and it occurs when an agent is invited to an interaction. This action is similar to RingingStarted in the telephony model.
DNActive
This durable action starts on a mediation DN when the status of regular DN, that is already logged in to that mediation DN changes from NotReadyForNextCall. This action ends when the regular DN’s status changes to NotReadyForNextCall, when that regular DN logs out from the mediation DN, or when the NotMonitored action starts.
DNLogin
This durable action starts on a mediation DN when a regular DN logs into the mediation DN. This action ends when that regular DN logs out from mediation DN or when the NotMonitored action starts.
DNReady
This durable action starts on a mediation DN when the status of regular DN, already logged into that mediation DN, becomes WaitForNextCall.
This action ends on mediation DN when the status of regular DN stops being WaitForNextCall, when that regular DN logs out from the corresponding mediation DN, or when the NotMonitored action starts.
The counter that this action designates equals the number of DNs that are currently logged in to the queue when these DNs are in the WaitForNextCall status. That number does not include DN positions for Meridian and Meridian-like switches, for which associated extension DNs are not in WaitForNextCall status. (See Regular DN Status for a definition of DN status.)
Handling
Stat Server generates this durable action, also called InteractionHandling, when an agent (or place) accepts an inbound, outbound, or internal interaction on a particular media. This action follows EventPartyAdded with attr_party_type = 2 and has no equivalent in the telephony model. This action terminates when the agent leaves the interaction or when the NotMonitored action starts.
Handling is always simultaneous with one of the following interaction-type actions:
- HandlingInbound
- HandlingInternal
- HandlingOutbound
The interaction type that Stat Server receives from Interaction Server with EventPartyAdded and attr_party_type = 2 determines which one of the above three actions occurs simultaneously with Handling.
For example.
The stat type:
Category=TotalTime
MainMask=InteractionHandling
Objects=Agent, GroupAgents
Subject=DNAction
ApplyFilterAtActionEndOnly=yes
applied with filter = PairExists( "CustomerSegment", "Gold" )
The table below illustrates how the stat type above behaves with and without the ApplyFilterAtActionEndOnly specifier in a specific scenario:
| Event | ApplyFilterAtActionEndOnly=no | ApplyFilterAtActionEndOnly=yes |
|---|---|---|
| T1: Interaction handling starts, CustomerSegment=Gold | ||
| T2: Interaction data changed, CustomerSegment=Silver | The value is incremented by (T2-T1) | |
| T3: Interaction data changed, CustomerSegment=Gold | ||
| T4: Interaction handling ends, CustomerSegment=Gold | The value is incremented by (T4-T3) | The value is incremented by (T4-T1) |
HandlingInbound
Stat Server generates this durable action, also called InteractionHandlingInbound, when an agent (or place) accepts an inbound interaction on a particular media. This action terminates when the agent leaves the interaction or when the NotMonitored action starts. HandlingInbound is similar to CallInbound in the telephony model.
HandlingInboundStarted
Stat Server generates this momentary action, also called InteractionHandlingInboundStarted, when an agent accepts an inbound interaction. HandlingInboundStarted is similar to CallInboundStarted in the telephony model.
HandlingInternal
Stat Server generates this durable action, also called InteractionHandlingInternal, when an agent (or place) accepts an internal interaction on a particular media. This action terminates when the agent leaves the interaction or when the NotMonitored action starts. HandlingInternal and is similar to CallInternal in the telephony model.
HandlingInternalStarted
Stat Server generates this momentary action, also called InteractionHandlingInternalStarted, when an agent accepts an internal interaction. HandlingInternalStarted is similar to CallInternalStarted in the telephony model.
HandlingOutbound
Stat Server generates this durable action, also called InteractionHandlingOutbound, when an agent (or place) accepts an outbound interaction on a particular media. This action terminates when the agent leaves the interaction or when the NotMonitored action starts. HandlingOutbound and is similar to CallOutbound in the telephony model.
HandlingOutboundStarted
Also called InteractionHandlingOutboundStarted, Stat Server generates this momentary action when an agent accepts an outbound interaction. HandlingOutboundStarted is similar to CallOutboundStarted in the telephony model.
HandlingStarted
This momentary action, also called InteractionHandlingStarted, marks the onset of interaction handling (Handling) for any interaction type, and it occurs when an agent accepts an inbound, outbound, or internal interaction. This action has no equivalent in the telephony model.
HandlingStarted is always simultaneous with one of the following interaction-type actions:
- HandlingInboundStarted
- HandlingInternalStarted
- HandlingOutboundStarted
The interaction type that Stat Server receives from Interaction Server with EventPartyAdded where attr_party_type = 2 determines which one of the above three actions occurs simultaneously with HandlingStarted.
LoggedIn
This durable action starts when Stat Server detects agent login on a DN:
- The EventAgentLogin TEvent is received on a DN.
- Either the EventRegistered or EventQueryAddress TEvent is received on a DN for which the Extensions attribute contains the pair, ("AgentStatus", value), where value is greater than zero (0 signifies LoggedOut).
This action ends with EventAgentLogout or when the NotMonitored action starts.
LoggedOut
This durable action starts with EventAgentLogout and ends either with EventAgentLogin or when the NotMonitored action starts. For multimedia DNs, this action is classified as media-independent.
Monitored (Regular DNs)
This durable action starts whenever NotMonitored terminates—that is, when Stat Server is connected to T-Server or SIP Server and the link between T-Server (or SIP Server) and the switch is up. This action ends when the NotMonitored action starts.
Monitored (Mediation DNs)
Monitored (Mediation DNs) is a durable, non–interaction-related actions that Stat Server generates to mediation DNs.
This action starts whenever NotMonitored (Mediation DNs) terminates—that is, when Stat Server is connected to T-Server (or SIP Server) and the link between the T-Server (or SIP Server) and the switch is up. This action ends when the NotMonitored (Mediation DNs) action starts.
For Stat Server 8.5.0 and higher releases (8.5.0+), Monitored (Mediation DNs) durable action is generated to a Virtual Queue on the multimedia switch of the tenant if and only if there is at least one connected Interaction Server for that tenant. Otherwise, durable action NotMonitored (Mediation DNs) is generated.
MonitoringInitiated
Stat Server generates this momentary action when an agent monitors an interaction.
NotMonitored (Regular DNs)
This durable action begins whenever Stat Server is not connected to the T-Server or SIP Server controlling the switch where the DN is located (Stat Server receives the EventServerDisconnected TEvent in this case), or when the link between the T-Server (or SIP Server) and the switch is down (T-Server sends the EventLinkDisconnected TEvent). NotMonitored ends when both connections are up and running. Its complementary action is Monitored (Regular DNs) —one and only one of these actions can occur for any DN at any given moment. The NotMonitored action terminates every other DN action; no other DN action can start while NotMonitored is occurring.
Of special note, if Stat Server receives EventOutOfService for a particular DN (such as might be the case if the DN’s switch is being reconfigured), the NotMonitored action occurs, and it persists until Stat Server detects EventBackInService for that DN. At that point, the NotMonitored action ceases.
NotMonitored (Mediation DNs)
For Stat Server 8.1.2 and lower releases (8.1.2-), this durable action begins whenever Stat Server is not connected to the T-Server controlling the switch where the DN is located (Stat Server receives the EventServerDisconnected TEvent in this case) or whenever the link between the T-Server and the switch is down (EventLinkDisconnected is received from T-Server). NotMonitored (Mediation DNs) ends when both connections are up.
Stat Server 8.5.0 and higher releases (8.5.0+) generates this durable action on a Virtual Queue on the multimedia switch of the tenant if no Interaction Servers that are serving that tenant are connected to the Stat Server.
Its complementary action is Monitored (Mediation DNs). One and only one of these actions occurs for any DN at any moment. NotMonitored (Mediation DNs) terminates every other DN action; no other action can start while NotMonitored (Mediation DNs) is occurring.
NotReadyForNextCall
This durable action is complementary to WaitForNextCall while the Monitored action occurs at the DN in question. Thus, NotReadyForNextCall occurs when Monitored occurs and one of the following conditions is met:
- Stat Server receives EventRegistered or EventAddressInfo with reports of agent status equal to either of the following:
- 1 (LOGGED_IN)
- 3 (NOT_READY)
- Stat Server receives EventAgentLogin.
- Stat Server receives EventAgentNotReady with Workmode!=ACW while the agent is logged in.
- Stat Server receives EventDNDon.
The NotReadyForNextCall action ends when any of the following occur:
- Stat Server receives EventAgentReady (the WaitForNextCall action begins).
- Stat Server receives EventAgentNotReady with WorkMode=ACW (after-call work begins).
- Stat Server receives EventDNDoff while the agent is logged out, ready, or not ready with Workmode=ACW.
- The NotMonitored action starts.
The UserData, Reasons, and Extensions attributes from the EventDNDOn or EventDNDOff TEvents are not inherited by this action.
For multimedia DNs, this action is classified as media-dependent, media-unique.
OffHook
This durable action starts when Stat Server receives EventOffHook from T-Server or SIP Server, and ends when Stat Server receives EventOnHook or the NotMonitored action starts. For DNs that generate these events, OnHook and OffHook are complementary while Monitored occurs. For multimedia DNs, this action is classified as media-independent.
OnHook
This durable action starts when Stat Server receives EventOnHook from T-Server or SIP Server, and ends when Stat Server receives EventOffHook or the NotMonitored action starts. This action is specific to a limited number of switches, and only DNs corresponding to physical telephones should be set to generate the corresponding TEvents. For such DNs, OnHook and OffHook are complementary while Monitored occurs. For multimedia DNs, this action is classified as media-independent.
OrigDNCallAbandoned
This agent group and place group action occurs at the same time as a CallAbandoned action, which occurs at a mediation DN configured as an origination DN for the group. OrigDNCallAbandoned relates to the same interaction as the corresponding CallAbandoned action.
OrigDNCallAbandoned is a retrospective group action reflecting origination DNs that Stat Server generates to agent and place groups.
OrigDNCallAbandoned is always simultaneous with one of the following calltype actions:
- OrigDNCallAbandonedUnknown
- OrigDNCallAbandonedInternal
- OrigDNCallAbandonedInbound
- OrigDNCallAbandonedOutbound
- OrigDNCallAbandonedConsult
The interaction type that Stat Server receives from T-Server with EventAbandoned determines which of the above five actions occurs simultaneously with OrigDN CallAbandoned.
OrigDNCallDistributed
This agent group and place group action occurs at the same time as a CallDistributed action, which occurs at a mediation DN configured as an origination DN for the group. OrigDNCallDistributed relates to the same interaction as the corresponding CallDistributed action.
OrigDNCallDistributed is a retrospective group action reflecting origination DNs that Stat Server generates to agent and place groups.
OrigDNCallDistributed is always simultaneous with one of the following call-type actions:
- OrigDNCallDistributedUnknown
- OrigDNCallDistributedInternal
- OrigDNCallDistributedInbound
- OrigDNCallDistributedOutbound
- OrigDNCallDistributedConsult
The interaction type that Stat Server receives from T-Server with Event Diverted or EventRouteUsed determines which of the above five actions occurs simultaneously with OrigDNCallDistributed.
OrigDNCallEntered
This agent group and place group action occurs at the same time as a CallEntered action, which occurs at a mediation DN configured as an origination DN for the group. OrigDNCallEntered relates to the same interaction as the corresponding CallEntered action.
OrigDNCallEntered is a momentary group action reflecting origination DNs that Stat Server generates to agent and place groups.
OrigDNCallEntered is always simultaneous with one of the following call-type actions:
- OrigDNCallEnteredUnknown
- OrigDNCallEnteredInternal
- OrigDNCallEnteredInbound
- OrigDNCallEnteredOutbound
- OrigDNCallEnteredConsult
The interaction type that Stat Server receives from T-Server with EventQueued or EventRouteRequest determines which of the above five actions occurs simultaneously with OrigDNCallEntered.
OrigDNCallWait
This agent group and place group action starts and ends at the same time as a CallWait action, which starts and ends at a mediation DN, configured as an origination DN for the group. OrigDNCallWait relates to the same interaction as the corresponding CallWait action.
You can list origination DNs on the Advanced tab of the Properties dialog box of an Agent Group or Place Group object. If you list queues and routing points from which calls are delivered to a given Group object as origination DNs for that group, you can use events occurring at such DNs in agent group and place group statistics. For this purpose, Stat Server reflects some mediation DN actions as a special set of agent and place group actions.
OrigDNCallWait is a durable group action reflecting origination DNs that Stat Server generates to agent and place groups.
OrigDNCallWait is always simultaneous with one of the following call-type actions:
- OrigDNCallWaitUnknown
- OrigDNCallWaitInternal
- OrigDNCallWaitInbound
- OrigDNCallWaitOutbound
- OrigDNCallWaitConsult
The interaction type that Stat Server receives from T-Server with EventQueued or EventRouteRequest determines which of the above five actions occurs simultaneously with OrigDNCallWait.
Pulled
Stat Server generates this momentary action, also called InteractionPulled, every time it detects that an interaction has been pulled from the interaction queue and directed to be delivered to a resource.
Rejected
This retrospective action, also called InteractionRejected, is generated on an agent (or place) upon receiving the EventRejected event from Interaction Server and indicates that an agent has rejected the delivered interaction. This action terminates Delivering actions, and it is similar to the CallAbandonedFromRinging action in the telephony model.
Action duration is an interval between EventAgentInvited and EventRejected.
Revoked
This retrospective action, also called InteractionRevoked, indicates that the system has revoked the interaction at the agent’s desktop. This action has no equivalent in the telephony model.
StartedInternal
This momentary action, also called InteractionStartedInternal, indicates that an agent has initiated an internal interaction. This action has no equivalent in the telephony model.
StartedOutbound
This momentary action, also called InteractionStartedOutbound, indicates that an agent has initiated an outbound interaction. This action has no equivalent in the telephony model.
StoppedInbound
This retrospective action, also called InteractionStoppedInbound, indicates that an agent has terminated an inbound interaction. This action has no equivalent in the telephony model.
StoppedInternal
This retrospective action, also called InteractionStoppedInternal, indicates that an agent has terminated an internal interaction. This action has no equivalent in the telephony model.
StoppedOutbound
This retrospective action, also called InteractionStoppedOutbound, indicates that an agent has terminated an outbound interaction. This action has no equivalent in the telephony model.
StuckCallCleaned
This retrospective action occurs at a mediation DN and derives from the CallWait durable action if Stat Server terminates the CallWait action because Stat Server receives the EventAbandoned TEvent from T-Server with an AttributeReliability attribute not equal to TReliabilityOk.
StuckCallCleaned is always simultaneous with one of the following call-type actions:
- StuckCallCleanedUnknown
- StuckCallCleanedInternal
- StuckCallCleanedInbound
- StuckCallCleanedOutbound
- StuckCallCleanedConsult
The interaction type that Stat Server receives from T-Server with EventQueued or EventRouteRequest determines which of the above five actions occurs simultaneously with StuckCallCleaned.
StuckCallCleanedWhileRinging (Regular DNs)
This retrospective action derives from the CallRinging durable action if Stat Server receives EventAbandoned with an AttributeReliability attribute not equal to TReliabilityOk for the DN. This action’s corresponding initial momentary action is CallRingingStarted.
StuckCallCleanedWhileRinging is always simultaneous with one of the following call-type actions:
- StuckCallCleanedWhileRingingUnknown
- StuckCallCleanedWhileRingingInternal
- StuckCallCleanedWhileRingingInbound
- StuckCallCleanedWhileRingingOutbound
- StuckCallCleanedWhileRingingConsult
The interaction type that Stat Server receives from T-Server with EventAbandoned (with AttributeReliability!=TReliabilityOk) determines which of the above five actions occurs simultaneously with StuckCallCleanedWhileRinging.
StuckCallCleanedWhileRinging (Mediation DNs)
This retrospective action derives from the CallRinging durable action and occurs at a mediation DN when Stat Server receives EventAbandoned with an AttributeReliability attribute other than TReliabilityOk from a DN to which an interaction was distributed from the mediation DN. StuckCallCleanedWhileRinging receives as its duration the interval from the moment when the interaction enters the mediation DN (EventQueued or EventRouteRequest) to the moment when Stat Server receives the EventAbandoned TEvent (with AttributeReliability!=TReliabilityOk). This action’s corresponding initial momentary action is CallRingingStarted.
StuckCallCleanedWhileRinging is always simultaneous with one of the following call-type actions:
- StuckCallCleanedWhileRingingUnknown
- StuckCallCleanedWhileRingingInternal
- StuckCallCleanedWhileRingingInbound
- StuckCallCleanedWhileRingingOutbound
- StuckCallCleanedWhileRingingConsult
The interaction type that Stat Server receives from T-Server with EventReleased (with AttributeReliability!=TReliabilityOk) determines which of the above five actions occurs simultaneously with CallRetrievedFromHold.
TransferMade
This momentary action, also called InteractionTransferMade, indicates that an agent has transferred the interaction to another agent directly; that is, the transfer does not occur through a mediation DN. This action is similar to CallTransferMade in the telephony model.
TransferMade is always simultaneous with one of the following interaction-type actions:
- TransferMadeInbound
- TransferMadeInternal
- TransferMadeOutbound
The interaction type that Stat Server receives from Interaction Server with EventEstablished determines which of the above three actions occurs simultaneously with TransferMade.
TransferTaken
This momentary action, also called InteractionTransferTaken, indicates that an agent has received the transferred interaction. This action is similar to CallTransferTaken in the telephony model.
TransferredFromHold
This retrospective action derives from the CallOnHold durable action if CallOnHold terminates because of EventReleased with an interaction state of Transferred.
TransferredFromHold is always simultaneous with one of the following call-type actions:
- TransferredFromHoldUnknown
- TransferredFromHoldInternal
- TransferredFromHoldInbound
- TransferredFromHoldOutbound
- TransferredFromHoldConsult
The interaction type that Stat Server receives from T-Server with EventReleased determines which of the above five actions occurs simultaneously with TransferredFromHold.
UserEvent (Regular DNs)
The EventUserEvent TEvent triggers this momentary, instantaneous action.
Starting with Stat Server release 8.5.103, the UserEvent (Regular DNs) action inherits GlobalUserData, Reasons and Extensions key-value lists from the EventUserEvent TEvent.
UserEvent (Mediation DNs)
The EventUserEvent TEvent triggers the UserEvent momentary, instantaneous action, which is not related to an interaction, but which, like interaction-related actions, carries data that accompanies the TEvent. This means you can use this action in defining filtered statistics and custom-formula statistics.
Starting with Stat Server release 8.5.103, the UserEvent (Mediation DNs) action inherits GlobalUserData, Reasons and Extensions key-value lists from the EventUserEvent TEvent.
This action was introduced in release 8.5.0.
WaitForNextCall
This durable action occurs for a particular DN, regardless of media channel, if all of the following conditions are met:
- Monitored occurs.
- The last TEvent to arrive after any of the following TEvents is EventAgentReady:
- EventAgentLogin
- EventAgentNotReady
- EventRegistered
- EventAddressInfo reports agent status 2 (Ready)
- Either EventDNDOn is never received, or the last event from the pair EventDNDOn and EventDNDOff is EventDNDOff.
The only exceptions to this rule are the DNs of type Extension or Voice Treatment Port, for which the WaitForNextCall action starts as soon as the DN is registered.
WaitForNextCall ends on a DN when any of the following occurs:
- Stat Server receives EventRegistered or EventAddressInfo with reports of agent status equal to any of the following:
- 0 (LoggedOut)
- 3 (NOT_READY)
- 4 (ACW)
- 5 (Walk_Away)
- Stat Server receives EventDNDon.
- Stat Server receives EventDNOutOfService.
- Stat Server receives EventAgentNotReady with any work mode.
- Stat Server receives EventAgentLogout.
- The NotMonitored action starts.
While Monitored occurs, the actions WaitForNextCall, NotReadyForNextCall, and AfterCallWork are complementary.
The UserData, Reasons, and Extensions attributes from the EventDNDOn or EventDNDOff TEvents are not inherited by this action.
For multimedia DNs, this action is classified as media-dependent, media-unique.