Author Topic: WFM Inbound & Outbound Email Responses  (Read 979 times)

Offline Shooter

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WFM Inbound & Outbound Email Responses
« on: December 22, 2016, 12:07:04 AM »
In WFM stat server logs, when an agent receive an email and is sending a reply, I am seeing two different interaction ID's.

I would like to know if it's a expected behavior or something is wrong here?

Please refer the below log snippets-->

1.   Inbound email routed to test
2016-12-13 08:29:28> Server: IxnEvent 'event_agent_invited' (166) message:
                attr_extension [list, size (unpacked)=722] =
                   'Reasons'
    = (size=302)
                          'RVQID'
[str] = "2QD7UM8J9T4L12IU7279E3Q3900001IV"
                      'RVQDBID' [str] = "4201"
                      'RTargetTypeSelected' [str] = "2"
                      'RTargetObjectSelected' [str] = "?:TestSkill>= 7"
                      'RTargetAgentSelected' [str] = "test"
                      'RTargetPlaceSelected' [str] = "TESTPLACE"
                      'RTenant' [str] = "Resources"
                      'RStrategyName' [str] = "TESTSTRATEGY"
                      'RStrategyDBID' [str] = "1387"
                      'RTR' [int] = 112
                   'ReportingEventSequenceNumber' [str] = "657537789"
                attr_actor_type [int] = 1 [STRATEGY]
                attr_actor_tenant_id [int] = 101
                attr_actor_strategy_id [str] = "TESTSTRATEGY"
                attr_actor_router_id [str] = "URS"
                attr_event_time [str] = "2016-12-12T21:29:28Z"
                attr_party_type [int] = 2 [AGENT]
                attr_tenant_id [int] = 101
                attr_place_id [str] = "TESTPLACE"
                attr_agent_id [str] = "test"
                attr_itx_id [str] = "0007KaC4WCAS0152"  [New inbound email interaction ID]
                attr_itx_type [str] = "Inbound"
                attr_itx_subtype [str] = "InboundNew"
                attr_itx_tenant_id [int] = 101
                attr_itx_queue [str] = "MM_Post_Prioritise_IQ"
                attr_itx_media_type [str] = "email"
                attr_itx_submitted_by [str] = "EMAIL"
                attr_itx_state [int] = 2 [ROUTING]
                attr_itx_is_online [int] = 0
                attr_itx_is_locked [int] = 0
                attr_itx_received_at [str] = "2016-12-12T21:28:37Z"
                attr_itx_submitted_at [str] = "2016-12-12T21:29:10Z"
                attr_itx_submitted_to_router_at [str] = "2016-12-12T21:29:28Z"
                attr_itx_placed_in_queue_at [str] = "2016-12-12T21:29:24Z"
                attr_itx_moved_to_queue_at [str] = "2016-12-12T21:29:24Z"
                attr_itx_submit_seq [str] = "657537271"
                attr_itx_place_in_queue_seq [str] = "657537690"
                attr_itx_user_data [list, size (unpacked)=3884, user data may be hidden] =
                attr_itx_is_held [int] = 0
                attr_ticket_id [int] = 273
                attr_operation [int] = 4 [ROUTE]

2016-12-13 08:29:28> Server: Event "_we_event_current_agent_status" has been sent to MCR Interaction Server[ServerName:8100:IXN]
2016-12-13 08:29:28> Status: Capacity snapshot for place 'TESTPLACE'('Resources'), agent 'test'('Resources') (CR='Single Interaction Only')
[Agent is now handling 1 inbound email interaction]
                  media_state     current_number  max_number      routable       
                  --------------- --------------- --------------- ---------------
                [ R               1               1               0               ] <-- email                                                                                                                                           
                [ R               0               1               0               ] <-- voice

2.   Now agent 'test' initiated outbound email reply and new outbound interaction ID gets created here.

2016-12-13 08:30:00> Server: IxnEvent 'event_interaction_submitted' (160) message:
                attr_extension [list, size (unpacked)=110] =
                   'ReportingEventSequenceNumber' [str] = "657538281"
                attr_actor_type [int] = 2 [AGENT]
                attr_actor_tenant_id [int] = 101
                attr_actor_place_id [str] = "TESTPLACE"
                attr_actor_agent_id [str] = "test"
                attr_event_time [str] = "2016-12-12T21:30:00Z"
                attr_itx_id [str] = "03BH382R9TRNP026"  [New Outbound interaction ID]
                attr_itx_type [str] = "Outbound"
                attr_itx_subtype [str] = "OutboundReply"
                attr_itx_prnt_itx_id [str] = "0007KaC4WCAS0152" [Parent inbound email interaction ID]
                attr_itx_tenant_id [int] = 101
                attr_itx_queue [str] = "Default-Outbound-Email"
                attr_itx_media_type [str] = "email"
                attr_itx_submitted_by [str] = "TESTPLACE"
                attr_itx_state [int] = 3 [HANDLING]
                attr_itx_is_online [int] = 0
                attr_itx_is_locked [int] = 0
                attr_itx_received_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_submitted_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_delivered_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_placed_in_queue_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_moved_to_queue_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_submit_seq [str] = "657538280"
                attr_itx_user_data [list, size (unpacked)=1536, user data may be hidden] =
                attr_itx_is_held [int] = 0
                attr_itx_assigned_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_assigned_to [str] = "test"

2016-12-13 08:30:00> Server: Event "_we_event_current_agent_status" has been sent to MCR Interaction Server[ServerName:8100:IXN]
2016-12-13 08:30:00> Status: Capacity snapshot for place 'TESTPLACE'('Resources'), agent 'test'('Resources') (CR='Single Interaction Only')
[Currently agent is handling 2 email interactions (one inbound and one outbound)]
                  media_state     current_number  max_number      routable       
                  --------------- --------------- --------------- ---------------
                [ R               2               1               0               ] <-- email                                                                                             
                [ R               0               1               0               ] <-- voice

3.   It seems that parent inbound email interaction has been placed in workbin and itís showing that interaction has been removed from queue.

2016-12-13 08:30:02> Server: IxnEvent 'event_party_removed' (133) message:
                attr_extension [list, size (unpacked)=110] =
                   'ReportingEventSequenceNumber' [str] = "657538454"
                attr_actor_type [int] = 2 [AGENT]
                attr_actor_tenant_id [int] = 101
                attr_actor_place_id [str] = "TESTPLACE"
                attr_actor_agent_id [str] = "test"
                attr_event_time [str] = "2016-12-12T21:30:02Z"
                attr_reason [int] = 0
                attr_reason_system_name [str] = "No Reason"
                attr_party_type [int] = 2 [AGENT]
                attr_tenant_id [int] = 101
                attr_place_id [str] = "TESTPLACE"
                attr_agent_id [str] = "test"
                attr_itx_id [str] = "0007KaC4WCAS0152"
                attr_itx_type [str] = "Inbound"
                attr_itx_subtype [str] = "InboundNew"
                attr_itx_tenant_id [int] = 101
                attr_itx_queue [str] = "SAC_Email_In_Progress/PrivateQueue"
                attr_itx_media_type [str] = "email"
                attr_itx_submitted_by [str] = "EMAIL"
                attr_itx_state [int] = 0 [QUEUED]
                attr_itx_is_online [int] = 0
                attr_itx_is_locked [int] = 0
                attr_itx_workbin_type_id [str] = "SAC_Email_In_Progress"
                attr_itx_agent_id [str] = "test"
                attr_itx_received_at [str] = "2016-12-12T21:28:37Z"
                attr_itx_submitted_at [str] = "2016-12-12T21:29:10Z"
                attr_itx_delivered_at [str] = "2016-12-12T21:29:31Z"
                attr_itx_submitted_to_router_at [str] = "2016-12-12T21:29:28Z"
                attr_itx_placed_in_queue_at [str] = "2016-12-12T21:30:02Z"
                attr_itx_moved_to_queue_at [str] = "2016-12-12T21:30:02Z"
                attr_itx_submit_seq [str] = "657537271"
                attr_itx_place_in_queue_seq [str] = "657537690"
                attr_itx_user_data [list, size (unpacked)=6072, user data may be hidden] =
                attr_itx_is_held [int] = 0
                attr_itx_assigned_at [str] = "2016-12-12T21:29:31Z"
                attr_itx_assigned_to [str] = "test"
                attr_operation [int] = 11 [PLACE IN WORKBIN]
                attr_target_type [int] = 3 [WORKBIN]
                attr_target_workbin [str] = "SAC_Email_In_Progress"
                attr_target_agent [str] = "test"

2016-12-13 08:30:02> Server: Event "_we_event_current_agent_status" has been sent to MCR Interaction Server[ServerName:8100:IXN]
2016-12-13 08:30:02> Status: Capacity snapshot for place 'TESTPLACE'('Resources'), agent 'test'('Resources') (CR='Single Interaction Only')
[Only one outbound email interaction remains in queue]
                  media_state     current_number  max_number      routable       
                  --------------- --------------- --------------- ---------------
                [ R               1               1               0               ] <-- email                                                                                                 
                [ R               0               1               0               ] <-- voice


4.   Outbound email has been sent and outbound email interaction ID is removed. From step 2 to step 4, outbound handle time comes up as 46 seconds.

2016-12-13 08:30:46> Server: IxnEvent 'event_party_removed' (133) message:
                attr_extension [list, size (unpacked)=110] =
                   'ReportingEventSequenceNumber' [str] = "657539349"
                attr_actor_type [int] = 2 [AGENT]
                attr_actor_tenant_id [int] = 101
                attr_actor_place_id [str] = "TESTPLACE"
                attr_actor_agent_id [str] = "test"
                attr_event_time [str] = "2016-12-12T21:30:46Z"
                attr_party_type [int] = 2 [AGENT]
                attr_tenant_id [int] = 101
                attr_place_id [str] = "TESTPLACE"
                attr_agent_id [str] = "test"
                attr_itx_id [str] = "03BH382R9TRNP026"  [Outbound interaction ID, which has been removed at this step]
                attr_itx_type [str] = "Outbound"
                attr_itx_subtype [str] = "OutboundReply"
                attr_itx_prnt_itx_id [str] = "0007KaC4WCAS0152"
                attr_itx_tenant_id [int] = 101
                attr_itx_queue [str] = "Default-Outbound-Email"
                attr_itx_media_type [str] = "email"
                attr_itx_submitted_by [str] = "TESTPLACE"
                attr_itx_state [int] = 0 [QUEUED]
                attr_itx_is_online [int] = 0
                attr_itx_is_locked [int] = 0
                attr_itx_received_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_submitted_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_delivered_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_placed_in_queue_at [str] = "2016-12-12T21:30:46Z"
                attr_itx_moved_to_queue_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_submit_seq [str] = "657538280"
                attr_itx_user_data [list, size (unpacked)=3900, user data may be hidden] =
                attr_itx_is_held [int] = 0
                attr_itx_assigned_at [str] = "2016-12-12T21:30:00Z"
                attr_itx_assigned_to [str] = "test"
                attr_operation [int] = 12 [PLACE IN QUEUE]
                attr_target_type [int] = 2 [QUEUE]
                attr_target_queue [str] = "Default-Outbound-Email"

2016-12-13 08:30:46> Server: Event "_we_event_current_agent_status" has been sent to MCR Interaction Server[ServerName:8100:IXN]
2016-12-13 08:30:46> Status: Capacity snapshot for place 'TESTPLACE'('Resources'), agent 'test'('Resources') (CR='Single Interaction Only')
[As outbound is out of queue, current email interaction queue is 0]
                  media_state     current_number  max_number      routable       
                  --------------- --------------- --------------- ---------------
                [ R               0               1               1               ] <-- email                                                                                               
                [ R               0               1               1               ] <-- voice

5.   Agent is back to primary inbound email as outbound email/reply is sent.

2016-12-13 08:30:46> Server: IxnEvent 'event_party_added' (132) message:
                attr_extension [list, size (unpacked)=110] =
                   'ReportingEventSequenceNumber' [str] = "657539373"
                attr_actor_type [int] = 2 [AGENT]
                attr_actor_tenant_id [int] = 101
                attr_actor_place_id [str] = "TESTPLACE"
                attr_actor_agent_id [str] = "test"
                attr_event_time [str] = "2016-12-12T21:30:46Z"
                attr_party_type [int] = 2 [AGENT]
                attr_tenant_id [int] = 101
                attr_place_id [str] = "TESTPLACE"
                attr_agent_id [str] = "test"
                attr_itx_id [str] = "0007KaC4WCAS0152"  [Back to main/primary inbound email interaction ID]
                attr_itx_type [str] = "Inbound"
                attr_itx_subtype [str] = "InboundNew"
                attr_itx_tenant_id [int] = 101
                attr_itx_queue [str] = "SAC_Email_In_Progress/PrivateQueue"
                attr_itx_media_type [str] = "email"
                attr_itx_submitted_by [str] = "EMAIL"
                attr_itx_state [int] = 1 [CACHED]
                attr_itx_is_online [int] = 0
                attr_itx_is_locked [int] = 0
                attr_itx_workbin_type_id [str] = "SAC_Email_In_Progress"
                attr_itx_agent_id [str] = "test"
                attr_itx_received_at [str] = "2016-12-12T21:28:37Z"
                attr_itx_submitted_at [str] = "2016-12-12T21:29:10Z"
                attr_itx_delivered_at [str] = "2016-12-12T21:29:31Z"
                attr_itx_placed_in_queue_at [str] = "2016-12-12T21:30:02Z"
                attr_itx_moved_to_queue_at [str] = "2016-12-12T21:30:02Z"
                attr_itx_submit_seq [str] = "657537271"
                attr_itx_place_in_queue_seq [str] = "657538453"
                attr_itx_user_data [list, size (unpacked)=6072, user data may be hidden] =
                attr_itx_is_held [int] = 0
                attr_itx_assigned_at [str] = "2016-12-12T21:29:31Z"
                attr_itx_assigned_to [str] = "test"
                attr_operation [int] = 5 [PULL]

2016-12-13 08:30:46> Server: Event "_we_event_current_agent_status" has been sent to MCR Interaction Server[ServerName:8100:IXN]
2016-12-13 08:30:46> Status: Capacity snapshot for place 'TESTPLACE'('Resources'), agent 'test'('Resources') (CR='Single Interaction Only')
[As agent is back to primary email, status is showing as 1]
                  media_state     current_number  max_number      routable       
                  --------------- --------------- --------------- ---------------
                [ R               1               1               0               ] <-- email                                                                                               
                [ R               0               1               0               ] <-- voice


6.   Primary inbound email interaction has been completed. From step 1 to step 2, inbound interaction handle times comes as 32 seconds.

2016-12-13 08:30:46> Server: IxnEvent 'event_party_removed' (133) message:
                attr_extension [list, size (unpacked)=110] =
                   'ReportingEventSequenceNumber' [str] = "657539395"
                attr_actor_type [int] = 2 [AGENT]
                attr_actor_tenant_id [int] = 101
                attr_actor_place_id [str] = "TESTPLACE"
                attr_actor_agent_id [str] = "test"
                attr_event_time [str] = "2016-12-12T21:30:46Z"
                attr_party_type [int] = 2 [AGENT]
                attr_tenant_id [int] = 101
                attr_place_id [str] = "TESTPLACE"
                attr_agent_id [str] = "test"
                attr_itx_id [str] = "0007KaC4WCAS0152"   [Primary inbound email interaction ID has been removed here]
                attr_itx_type [str] = "Inbound"
                attr_itx_subtype [str] = "InboundNew"
                attr_itx_tenant_id [int] = 101
                attr_itx_queue [str] = "SAC_Email_In_Progress/PrivateQueue"
                attr_itx_media_type [str] = "email"
                attr_itx_submitted_by [str] = "EMAIL"
                attr_itx_state [int] = 3 [HANDLING]
                attr_itx_is_online [int] = 0
                attr_itx_is_locked [int] = 0
                attr_itx_workbin_type_id [str] = "SAC_Email_In_Progress"
                attr_itx_agent_id [str] = "test"
                attr_itx_received_at [str] = "2016-12-12T21:28:37Z"
                attr_itx_submitted_at [str] = "2016-12-12T21:29:10Z"
                attr_itx_delivered_at [str] = "2016-12-12T21:29:31Z"
                attr_itx_placed_in_queue_at [str] = "2016-12-12T21:30:02Z"
                attr_itx_moved_to_queue_at [str] = "2016-12-12T21:30:02Z"
                attr_itx_submit_seq [str] = "657537271"
                attr_itx_place_in_queue_seq [str] = "657538453"
                attr_itx_user_data [list, size (unpacked)=6123, user data may be hidden] =
                attr_itx_is_held [int] = 0
                attr_itx_assigned_at [str] = "2016-12-12T21:30:46Z"
                attr_itx_assigned_to [str] = "test"
                attr_operation [int] = 10 [STOP]
                attr_target_type [int] = 4 [STOP]

2016-12-13 08:30:46> Server: Event "_we_event_current_agent_status" has been sent to MCR Interaction Server[ServerName:8100:IXN]
2016-12-13 08:30:46> Status: Capacity snapshot for place 'TESTPLACE'('Resources'), agent 'test'('Resources') (CR='Single Interaction Only')
[Now agent is NOT handling any email interaction]
                  media_state     current_number  max_number      routable       
                  --------------- --------------- --------------- ---------------
                [ R               0               1               1               ] <-- email                                                                                     
                [ R               0               1               1               ] <-- voice

7.   Interaction has been stopped here

2016-12-13 08:30:46> Server: IxnEvent 'event_processing_stopped' (161) message:
                attr_extension [list, size (unpacked)=110] =
                   'ReportingEventSequenceNumber' [str] = "657539396"
                attr_actor_type [int] = 2 [AGENT]
                attr_actor_tenant_id [int] = 101
                attr_actor_place_id [str] = "TESTPLACE"
                attr_actor_agent_id [str] = "test"
                attr_event_time [str] = "2016-12-12T21:30:46Z"
                attr_itx_id [str] = "0007KaC4WCAS0152"
                attr_itx_type [str] = "Inbound"
                attr_itx_subtype [str] = "InboundNew"
                attr_itx_tenant_id [int] = 101
                attr_itx_queue [str] = "SAC_Email_In_Progress/PrivateQueue"
                attr_itx_media_type [str] = "email"
                attr_itx_submitted_by [str] = "EMAIL"
                attr_itx_state [int] = 3 [HANDLING]
                attr_itx_is_online [int] = 0
                attr_itx_is_locked [int] = 0
                attr_itx_workbin_type_id [str] = "SAC_Email_In_Progress"
                attr_itx_agent_id [str] = "test"
                attr_itx_received_at [str] = "2016-12-12T21:28:37Z"
                attr_itx_submitted_at [str] = "2016-12-12T21:29:10Z"
                attr_itx_delivered_at [str] = "2016-12-12T21:29:31Z"
                attr_itx_placed_in_queue_at [str] = "2016-12-12T21:30:02Z"
                attr_itx_moved_to_queue_at [str] = "2016-12-12T21:30:02Z"
                attr_itx_submit_seq [str] = "657537271"
                attr_itx_place_in_queue_seq [str] = "657538453"
                attr_itx_user_data [list, size (unpacked)=6123, user data may be hidden] =
                attr_itx_is_held [int] = 0
                attr_itx_assigned_at [str] = "2016-12-12T21:30:46Z"
                attr_itx_assigned_to [str] = "test"
[/list]

Offline cavagnaro

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Re: WFM Inbound & Outbound Email Responses
« Reply #1 on: December 22, 2016, 03:30:29 AM »
Yes. Both are different but Outbound has a parent IXN ID which is used later to follow interactions associated

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