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Snapshot Operations

This set of models illustrates various operations on snapshots. A snapshot is a list of all of the interactions in the Interaction Server's database that meet specified conditions at a given time. The agent application requests a snapshot from Interaction Server and uses the results to populate the list of interactions that display on the Agent or Supervisor desktop.

Take a Snapshot

In this phase, shown in the figure below, the agent application defines a set of conditions and requests a snapshot of the interactions that meet the conditions.

Take a Snapshot

This phase uses the messages shown in the following table:

Messages in Take a Snapshot
Message Protocol
EventSnapshotTaken Interaction Management

Get Snapshot Interactions

In this phase, shown in the following figure, the agent application requests the content of a previously taken snapshot; that is, information about the interactions that are included in the snapshot.

Get Snapshot Interactions

This phase uses the messages shown in the following table:

Messages in Get Snapshot Interactions
Message Protocol
EventSnaphotInteractions Interaction Management

Lock or Unlock Interactions

In this phase, shown in the figure below, an agent application asks Interaction Server to lock or unlock an interaction. Locked interactions are not visible to views and can not be pulled from queues by URS or an agent.

Lock or Unlock Interactions

This phase uses the messages shown in the following table:

Messages in Lock or Unlock Interactions
Message Protocol
EventAck Interaction Management

Release Snapshot

In this phase, shown in the figure below, an agent application asks Interaction Server to release a specified snapshot; that is, to unlock any interactions that were locked in the context of this snapshot.

Release Snapshot

This phase uses the messages shown in the following table:

Messages in Release Snapshot
Message Protocol
EventAck Interaction Management
This page was last modified on March 21, 2018, at 17:48.

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