Product data in agent scripts · Manual myContactCenter

Agent scripts receive product objects in their events. Agent also provides access to the current agent. The tables below describe the scalar values of data structures useful in scripts: text, numbers, booleans, time values and enumerations.

Type names are the actual C# identifiers. Despite their names, Struct_Conversation and Struct_Agent are classes, not C# struct value types. A variable holding such an object is therefore a reference to product data, not an independent copy.

Access and use

Access	Product data
`conversation` parameter of conversation events	`Struct_Conversation`
`Agent` and the `agent` parameter	`Struct_Agent`
`conversation.Sender`, `conversation.Recipient`	`Participant`, possibly `CallParticipant` or `MailParticipant`
`conversation.Skill` and skill events	`Struct_Skill`
`conversation.Language` and language events	`Struct_Language`
`Agent.ActivityType` and activity events	`Struct_Activity`
`element` parameter when additional data is added or removed	`ConversationDataElement`
`vipClass` parameter when the VIP class changes	`Struct_VIPClass`
PBX settings supplied by events	`Struct_PbxSettings`
individual message in a chat history	`ChatMessage`
`recordingSummary` parameter when recording finishes	`RecordingSummary`

References may be absent, for example the agent of a conversation still waiting. Check them before access or use ?.. The agent API is not yet assigned in the script constructor; use these data in the intended events.

Use product objects to read the current state. A public setter does not mean that assigning a value requests a business operation on the Server. Use the provided script commands for accepting, forwarding, wrap-up and other actions. See Agent script and Events.

Struct_Conversation — conversation

Namespace: ilogixx.SharedFiles.GeneralDefinitions. Selected scalar properties:

Property	Type	Meaning
`Id`	`string`	conversation identifier
`RoutedConversationId`	`string`	routed conversation identifier
`ConversationType`	`ConversationType`	conversation type
`ChannelType`	`ChannelType`	channel derived from the type
`State`	`ConversationState`	current state
`PreviousState`	`ConversationState`	previous state
`StateChangeTime`	`DateTime`	time of the state change
`AgentChangeTime`	`DateTime`	time of the agent change
`Position`	`int`	reported queue position
`SkillName`	`string`	skill name, or empty if there is no skill
`SkillId`	`int`	skill identifier
`LanguageId`	`int`	language identifier; 0 without a language
`SenderName`	`string`	sender name; empty without a sender
`SenderNumber`	`string`	effective number of a phone sender; otherwise empty
`SenderMailAddress`	`string`	email address of an email sender; otherwise empty
`RecipientName`	`string`	recipient name; empty without a recipient
`RecipientNumber`	`string`	effective number of a phone recipient; otherwise empty
`RecipientMailAddress`	`string`	email address of an email recipient; otherwise empty
`Subject`	`string`	subject
`CcMailAddresses`, `BccMailAddresses`	`string`	additional email recipients
`Classification`	`string`	classification
`TicketId`	`int`	associated ticket identifier
`RecordingPermitted`	`bool`	permission to record
`IsRecording`	`bool`	recording active
`IsTranscribing`	`bool`	transcription active
`IsManuallyCreated`	`bool`	created manually
`IsConnected`	`bool`	connected, connected internally/externally, or on hold
`WasConnected`	`bool`	has previously been connected
`IsChat`, `IsEmail`, `IsFax`, `IsCall`	`bool`	checks derived from the conversation type
`IsInboundCall`, `IsOutboundCall`	`bool`	inbound or outbound call
`IsVirtualCallback`, `IsVirtualDialIn`	`bool`	virtual callback or dial-in
`IsThreateningCall`	`bool`	call marked as threatening
`TotalWaitTime`, `TotalActiveTime`, `TotalHoldTime`	`TimeSpan`	accumulated time in the respective states

State == ConversationState.Connected and IsConnected are different checks: IsConnected also includes hold and internally or externally connected states. WasConnected describes the past. Use SenderNumber or RecipientNumber directly for a phone number; this avoids checking the participant type yourself.

Struct_Agent — agent

Namespace: ilogixx.SharedFiles.GeneralDefinitions. Agent refers to the current agent. An event parameter named agent may instead refer to another agent.

Property	Type	Meaning
`Id`, `Name`	`string`	agent identifier and name
`IsLogin`	`bool`	logged in
`Active`	`bool`	active flag
`Activity`	`bool`	activity active
`Wrapup`	`bool`	normal wrap-up active
`DynamicWrapup`	`bool`	dynamic wrap-up time has not expired
`IsPausing`	`bool`	wrap-up, activity or remaining wrap-up time
`RichPresenceState`	`RichPresenceState`	presence state; offline without a presence object
`RichPresenceText`	`string`	presence text; empty without a presence object
`EffectiveState`	`ConversationState`	effective state of the determining conversation
`EffectiveCallState`	`ConversationState`	effective state of the determining call
`IsTalking`	`bool`	effective call state is connected or on hold
`Extension`	`string`	first public number, falling back to the first internal number
`InternalNumberString`, `PublicNumberString`	`string`	internal or public numbers combined into text
`PBXName`, `PBXStandby`	`string`	primary or standby PBX name
`TotalNumberOfConversations`	`int`	conversations currently handled by the agent
`MicrophoneMuted`	`bool`	microphone muted
`CurrentMissedConversations`, `CurrentRejectedConversations`	`int`	current counters of missed or rejected conversations
`LastStateChangeTime`, `ActivityStartTime`, `WrapupStartTime`	`DateTime`	times of the respective changes
`WrapupTimeSpan`, `WrapupTillTimeSpan`	`TimeSpan`	elapsed or remaining wrap-up time according to the respective properties
`ActivityTimeSpan`, `LoginTimeSpan`	`TimeSpan`	activity or login duration
`UnavailableForPhoneCallUntil`	`DateTime`	time until which telephony availability is blocked

Active, IsLogin and availability for distribution are different pieces of information. Do not derive a complete distribution decision from a single boolean field. See also Agent symbols and availability for the state display.

Participant, CallParticipant and MailParticipant — participants

Namespace: ilogixx.SharedFiles.GeneralDefinitions.

Type	Property	Value type	Meaning
`Participant`	`Identifier`	`string`	participant identifier
`Participant`	`Name`	`string`	participant name
`CallParticipant`	`EffectiveNumber`	`string`	effective, possibly normalized phone number
`CallParticipant`	`SipRealm`	`string`	SIP realm
`CallParticipant`	`CountryCode`	`int`	detected country calling code
`CallParticipant`	`LocaleCode`, `Location`	`string`	detected location information
`CallParticipant`	`NumberType`	`PhoneNumberType`	detected phone number type
`MailParticipant`	`MailAddress`	`string`	email address or address information

Both derived types also have Identifier and Name. Read phone numbers through EffectiveNumber: the getter of CallParticipant.Number is private and cannot be read in the script.

Struct_Skill and Struct_Language — skill and language

Namespace: ilogixx.SharedFiles.GeneralDefinitions. Both types have these scalar values:

Property	Type	Meaning
`Id`	`int`	identifier
`Name`, `Description`	`string`	name and description
`Deleted`	`bool`	marked as deleted
`IsPrivate`	`bool`	private entry
`Key`	`string`	identifier as text

Struct_Skill additionally has Color (int, stored color value) and IsQualified (bool, not private). Additional properties of Struct_Language:

Property	Type	Meaning
`MailReplyTag`, `MailForwardTag`	`string`	tags for replies and forwarding
`DictionaryName`	`string`	culture for spell checking and resource translation
`FemaleVoice`, `MaleVoice`	`string`	configured voices

Distinguish qualification levels

A named level such as “Expert” is different from an agent assignment to a language or skill. All the following product types are in the namespace ilogixx.SharedFiles.GeneralDefinitions.

Struct_LanguageQualification and Struct_SkillQualification describe the levels created in Administration. Both have these scalar properties:

Property	Type	Meaning
Id	int	identifier of the named level, not of the language or skill
Qualification	int	qualification level number
Name	string	level name
Key	string	level identifier as text

A smaller valid level number means a better qualification. The KnowledgeLevel class defines these values:

Value	Meaning
`KnowledgeLevel.None` = `-1`	not qualified
`KnowledgeLevel.Best` = `1`	best level
`KnowledgeLevel.Worst` = `int.MaxValue`	upper numeric limit of valid levels, not the number of configured levels

KnowledgeLevel.IsQualified(level, requirement) checks whether the level is at least 1 and at most the requirement. For a requirement of 2, levels 1 and 2 are sufficient; 3, 0 and -1 are not. For creating and moving named levels, see Qualification levels in Administration.

Struct_LanguageQualificationEntry — language qualification

This object describes the assignment to one language. An agent’s currently effective assignments are in EffectiveLanguages.

Property	Type	Meaning
Id	int	assignment entry identifier
LanguageId	int	assigned language identifier
Qualification	int	language qualification level or `KnowledgeLevel.None`

The setter of Qualification accepts valid level numbers from 1 upwards; other values become KnowledgeLevel.None. An existing entry therefore does not by itself mean that the agent is qualified. IsQualified() checks for a valid level; IsQualified(requirement) checks for a level sufficient for the specified requirement.

In the script, Agent.GetLanguageQualification(languageId) directly returns the scalar int value of the currently effective assignment. If the language is missing from those assignments, it returns KnowledgeLevel.None. Other overloads accept a Struct_Language or a Struct_Conversation. Agent.HasLanguageQualification(languageId, requirement) returns the corresponding check as a bool.

Struct_SkillQualificationEntry — skill qualification

This object describes the assignment to one skill. An agent’s currently effective assignments are in EffectiveSkills.

Value	Type	Meaning
Id	int	assignment entry identifier
SkillId	int	assigned skill identifier
Qualification[qualificationType]	int	level for a particular conversation type or `KnowledgeLevel.None`

Qualification itself is not an int: it is a Struct_SkillQualificationLevel. Its indexer returns the scalar value for the selected SkillQualificationType from the namespace ilogixx.SharedFiles.GeneralEnums:

Qualification type	Meaning
`InboundCall`	inbound call
`VirtualCall`	virtual call
`Fax`	fax
`EMail`	email
`Chat`	chat
`WebCallback`	callback requested through the website
`VoiceRecording`	voicemail

A missing type and Undefined return KnowledgeLevel.None. The skill assignment alone is therefore not enough: an agent may be qualified for calls in a skill but not for chat. The old properties QualificationInbound, QualificationOutbound, QualificationFax, QualificationEMail and QualificationChat are marked obsolete in the code. For new scripts, use the indexer or the agent methods.

Agent.GetSkillQualification(skillId, qualificationType) returns the currently effective level as an int; a missing assignment returns KnowledgeLevel.None. An overload accepts a Struct_Skill instead of its identifier. Agent.GetSkillQualification(conversation) uses the conversation’s skill and qualification type. Agent.HasSkillQualification(skillId, qualificationType, requirement) returns the corresponding check as a bool.

Skills and Languages describe the configured assignments; EffectiveSkills and EffectiveLanguages describe the currently effective state. The agent methods above use the effective state. A qualification check alone still does not replace a full check of login, availability and distribution conditions.

Struct_Activity — activity

Namespace: ilogixx.SharedFiles.GeneralDefinitions.

Property	Type	Meaning
`Id`	`int`	activity identifier
`Name`, `Description`	`string`	name and description
`Duration`	`int`	configured duration in seconds
`DurationTimeSpan`	`TimeSpan`	the same duration as a time span
`IsBusyTime`	`bool`	count as busy time
`AllowCalls`	`bool`	allow calls during the activity
`AnswerBySupervisor`	`bool`	supervisor answering provided for
`AutomaticRelease`	`bool`	automatic release provided for
`SkipInEscalation`	`bool`	skip during escalation
`Key`	`string`	identifier as text

ConversationDataElement — individual additional data item

Namespace: ilogixx.SharedFiles.GeneralDefinitions.

Property	Type	Meaning
`Key`	`string`	additional data name
`Value`	`string`	stored value
`Position`	`int`	position
`IsVisible`	`bool`	visibility flag, enabled by default

Value is always text. For calculations, explicitly parse a number or date stored in it using the appropriate format. An event for an individual item does not supply a collection of all additional data. See Events.

Struct_VIPClass — VIP class

Namespace: ilogixx.SharedFiles.GeneralDefinitions.

Property	Type	Meaning
`Id`	`int`	identifier
`Name`, `Description`	`string`	name and description
`Priority`	`int`	priority
`ARGBColor`	`int`	stored ARGB color value
`Key`	`string`	identifier as text

Struct_PbxSettings — PBX reference

Namespace: ilogixx.SharedFiles.GeneralDefinitions. These fields can be used for a simple reference to the PBX:

Property	Type	Meaning
`Tag`	`string`	PBX settings identifier
`Master`, `Standby`	`string`	primary and standby server
`PBXType`	`PBXType`	PBX type
`PBXProtocol`	`Protocol`	protocol
`SipRealm`	`string`	SIP realm
`ExternalLinePrefix`	`string`	outside line prefix
`SipBasePort`, `SipPortRange`	`uint`	start and size of the SIP port range

ChatMessage — individual chat message

Namespace: ilogixx.SharedFiles.

Property	Type	Meaning
`Id`, `Key`	`string`	message identifier
`Time`	`DateTime`	message time
`ParticipantName`	`string`	participant name
`ParticipantType`	`ParticipantType`	participant type
`HtmlMessage`	`string`	message text with possible HTML formatting
`IntrusionMode`	`IntrusionMode`	intrusion mode

RecordingSummary — completed recording

Namespace: ilogixx.General.Shared. The My_RecordingSummaryReceived event supplies this object.

Property	Type	Meaning
`FilePath`	`string`	recording file path
`FileTotalTime`	`TimeSpan`	total duration
`FileSize`	`long`	file size
`FileType`	`AudioFileType`	audio file type
`RecordingType`	`RecordingType`	recording type

Evaluate types correctly

Compare enumerations with named values such as ConversationState.Connected instead of guessing numbers. Phone numbers and identifiers remain string: a phone number is not a numeric value. TimeSpan is a duration; DateTime is a point in time. For display and calculation, TimeSpan.TotalSeconds and TimeSpan.TotalMinutes are useful; Seconds contains only the seconds component.

The tables describe the product version in use. Collections, conversation histories and complex administration objects require more advanced access and are not listed here as scalar values.