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-->
[b]1. Inbound email routed to test[/b]
2016-12-13 08:29:28> Server: IxnEvent 'event_agent_invited' (166) message:
attr_extension [list, size (unpacked)=722] =
'Reasons' [list] = (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" [b][New inbound email interaction ID][/b]
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')
[b][Agent is now handling 1 inbound email interaction][/b]
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ R 1 1 0 ] <-- email
[ R 0 1 0 ] <-- voice
[b]2. Now agent 'test' initiated outbound email reply and new outbound interaction ID gets created here.[/b]
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" [b][Parent inbound email interaction ID][/b]
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')
[b][Currently agent is handling 2 email interactions (one inbound and one outbound)][/b]
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ R 2 1 0 ] <-- email
[ R 0 1 0 ] <-- voice
[b]3. It seems that parent inbound email interaction has been placed in workbin and it’s showing that interaction has been removed from queue.[/b]
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')
[b][Only one outbound email interaction remains in queue][/b]
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ R 1 1 0 ] <-- email
[ R 0 1 0 ] <-- voice
[b]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.[/b]
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" [b][Outbound interaction ID, which has been removed at this step][/b]
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')
[b][As outbound is out of queue, current email interaction queue is 0][/b]
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ R 0 1 1 ] <-- email
[ R 0 1 1 ] <-- voice
[b]5. Agent is back to primary inbound email as outbound email/reply is sent.[/b]
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" [b][Back to main/primary inbound email interaction ID][/b]
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')
[b][As agent is back to primary email, status is showing as 1][/b]
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ R 1 1 0 ] <-- email
[ R 0 1 0 ] <-- voice
[b]6. Primary inbound email interaction has been completed. From step 1 to step 2, inbound interaction handle times comes as 32 seconds.[/b]
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" [b][Primary inbound email interaction ID has been removed here][/b]
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')
[b][Now agent is NOT handling any email interaction][/b]
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ R 0 1 1 ] <-- email
[ R 0 1 1 ] <-- voice
[b]7. Interaction has been stopped here[/b]
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]
