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Workbin

In Multimedia, a contact-center object that holds interactions for later processing by a particular agent (or agent group, place, or place group). Agents can use workbins to store interactions on which they have started working, and on which they want to continue working at a later time. Interactions also can be distributed to workbins by Universal Routing Server (URS). A workbin is like a queue, in that it holds interactions. Nevertheless, a workbin differs from a queue in the following ways:

  • It is associated with a particular agent/place/group, and its major function is to hold interactions for that agent/place/group to process.
  • Agents can view the entire contents of the workbin, and pull interactions from it in any order. Agents also can pull interactions from queues, but only in the order that is defined by the queue.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Stat Server Actions for Agent Workbin

Starting with release 8.5.112.10, Stat Server supports Agent Workbin statistics. The agent workbin (<agent_id>@<workbin_type_id>) is defined by the following two attributes from Interaction Server events:

  • attr_itx_workbin_type_id
  • attr_itx_agent_id

Both attributes are added to System Key-Value Lists (system attributes) with the WorkbinID and WorkbinOwnerID key names.

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Durable, Interaction-Related Actions

The following is the durable, interaction-related action that Stat Server generates on an Agent Workbin:

Momentary, Interaction-Related Actions

The following is the momentary, interaction-related action that Stat Server generates on an Agent Workbin:

Retrospective, Interaction-Related Actions

The following are the retrospective, interaction-related actions, originated from Interaction Server that Stat Server generates on an Agent Workbin:

This page was last edited on November 15, 2019, at 19:42.

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