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Components installed with Interaction Management

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Components installed with Interaction Management

Several types of components are installed with activation of the Interaction Logging, Routing, and Queueing plugin, including tables and user roles.

Note: To view all other components installed with this plugin, see the Application Files table. For instructions, see Find components installed with an application.

Roles installed

Role title [name] Description Contains roles
Interaction Administrator

[interaction_admin]

Configure interactions for users.
  • interaction_agent
Interaction Agent

[interaction_agent]

Create and edit interactions. Transfer interactions to different agents or queues.

Tables installed

Table Description
Interaction

[interaction]

Table for all interaction records.
Interaction Queue

[interaction_queue]

List of available queues that an interaction can be associated with.
Interaction Connector

[interaction_connector]

List of connectors or channels that an interaction can be assigned to.
Interaction Agent Status

[interaction_agent_status]

Status of all agents assigned to a queue. The status options included available, away, or offline.
Interaction Agent Transfer

[interaction_agent_transfer]

List of interactions that are in the process of being transferred from one agent to another.
Interaction Queue Transfer

[interaction_queue_transfer]

List of interactions that are in the process of being transferred from one queue to another.
Interaction JSON blob

[interaction_json_blob]

List of records that store context information for each interaction.
Interaction related record

[interaction_related_record]

List of related records that have been associated with an interaction.
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