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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.
This phase uses the messages shown in the following table:
| 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.
This phase uses the messages shown in the following table:
| 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.
This phase uses the messages shown in the following table:
| 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.
This phase uses the messages shown in the following table:
| Message | Protocol |
|---|---|
| EventAck | Interaction Management |