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System Properties

System properties must not be changed, with the two exceptions listed in the Three Types of Interaction Property table. You can use these properties on theCondition, Order, and Segmentation tabs of Views in Business Processes, except that properties with Timestamp data type cannot be used on the Segmentation tab.

This table lists the following about system properties:

  • Property name as it appears in protocol messages
  • Field name in the interactions table, if the property is stored as an independent field
  • Data type
  • Short description

Name

Name in Interactions Table

Type

Description

AbandonedAt

abandoned_at

Timestamp

Date and time that the media server set the IsOnline attribute to 0. Simplifies calculation of some statistics. If the interaction is still online, this attribute is not set.

DeliveredAt

delivered_at

Timestamp

Date and time that the interaction was first offered to the agent

ExternalId

external_id

String

External interaction identifier (examples: chat session ID, e-mail mime ID)

FlexibleProperties

flexible_properties

Binary

Stores attached data and most business properties (see Business Properties).

InQueues

destinations

String

Suggested destinations for the interaction (if provided by URS)

InteractionId

id

String

Record identifier

InteractionState

state

Integer

0 = queued
1 = cached
2 = being processed by URS
3 = being handled by agent

InteractionSubtype

subtype

String

Defined as Business Attribute in Configuration Server

InteractionType

type

String

Defined as Business Attribute in Configuration Server

IsLocked

is_locked

Integer

0 = unlocked
1 = locked

IsOnline

is_online

Integer

0 = offline
1 = online
This property applies to any media type (for e-mail, the value is always 0).

MediaType

media_type

String

Defined as Business Attribute in Configuration Server

MovedToQueueAt

moved_to_queue_at

Timestamp

Date and time that the interaction was first moved to a queue. If the interaction leaves the queue, then returns to it, the value of this property remains the same; that is, it shows the earliest time that the interaction entered the queue, without regard for later entry to or exit from the queue.

OutQueues

destinations

String

Suggested destinations for reply

ParentId

parent_id

String

Identifier of the parent interaction in the UCS database

PlacedInQueueAt

placed_in_queue_at

Timestamp

Date and time that the interaction was placed in the current queue, regardless of whether the interaction was in this queue previously

PlaceInQueueSeq

place_in_queue_seq

Integer

Event sequence number, denoting the chronological order of the last EventPlacedInQueue (for the interaction)

Queue

queue

String

Name of the queue that the interaction is in

ReceivedAt

received_at

Timestamp

Date and time that the media server received the interaction. If not provided by media server, date and time of submission to Interaction Server (same as SubmittedAt).

ScheduledAt

scheduled_at

Timestamp

Date and time before which the interaction must not be processed. See “Setting the ScheduledAt Property” in the “Creating Business Process Objects” chapter of the Universal Routing 8.1 Business Process User's Guide.

SubmittedAt

submitted_at

Timestamp

Date and time that the interaction was submitted to Interaction Server

SubmittedBy

submitted_by

String

Name of the client application that submitted the interaction

SubmitSeq

submit_seq

Integer

Event sequence number, denoting the chronological order of EventInteractionSubmitted (for the interaction)

TenantId

tenant_id

Integer

Tenant associated with the interaction

Workbin

workbin

String

Indicates that interaction is in a workbin

WorkbinAgentGroupId

agent_group_id

String

One of four properties specifying the ID and type of the workbin that the interaction is in. Only one of the four properties is present.

WorkbinAgentId

agent_id

String

See WorkbinAgentGroupId.

WorkbinPlaceGroupId

place_group_id

String

See WorkbinAgentGroupId.

WorkbinPlaceId

place_id

String

See WorkbinAgentGroupId.

AbandonedAt

abandoned_at

Timestamp

Date and time that the media server set the IsOnline attribute to 0. Simplifies calculation of some statistics. If the interaction is still online, this attribute is not set.

HeldAt

held_at

Timestamp

Time and date, set by Interaction Server, that the interaction was put on hold.

CompletedAt

completed_at

Timestamp

Date and time, set by Interaction Server, that the interaction was first placed into one of the queue specified in the Interaction Server completed-queues option.

AssignedAt

assigned_at

Timestamp

Date and time, set by Interaction Server, that the interaction was last delivered to the resource.

AssignedTo

assigned_to

String

Employee ID of the agent to whom the interaction was last delivered. If the agent is anonymous, concat('@',place name) is used instead.

This page was last modified on March 31, 2017, at 06:56.

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