The interaction log is configured using a single End Point. Its namespace follows the standard GOSS configuration structure: config.environment.application.getConfig, where the application is AssistedService.
It holds the following:
function(params, credentials) {
return {
'appName': 'AssistedService', // The application name
'endpointGroup': 'goss', // The location of the app
'processIdentifier': 'InteractionLog', // The process name or identifier that is used to record assisted service interactions
'StaffGroups': ["STAFF"], // Users in these groups may have interactions reassigned to them
'services': [ // The options in the begin and edit interaction drop-downs. They have a value, display and empty group
["To be decided", "To be decided", ""],
["Benefits", "Benefits", ""],
["Council Tax", "Council Tax", ""],
["Waste and recycling", "Waste and recycling", ""],
["Roads and Highways", "Roads and Highways", ""]
],
'channel': [ // The options in the begin and edit interaction drop-downs. They have a value, display and empty group
["phone", "Phone", ""],
["email", "Email", ""],
["face", "Face to Face", ""],
["letter", "Letter", ""],
["social", "Social Media", ""],
["chat", "Live chat", ""],
["other", "Other", ""]
],
'showHistoryNames': false, // Should the names column on the history table be shown? true or false
'format': {
'date': 'DD MMMM YYYY', // Default date format used across the process
'time': 'HH:mm' // Default time format used across the process
},
};
}
History
As well as the "notes" and "reporting" histories described in Recording an Interaction, the main interaction recorded in the history service includes:
- The ID of the agent as the userId in the history subject and all events
- The ID of the user being assisted as the proxyUserId in events written while in assistance mode. This will change if another user starts being assisted, or set as an empty string if assistance stops
- Events written when the interaction starts, is paused, is resumed, is completed and when a user starts being assisted
- An event when the interaction ends that records the time spent
{
"id": "b2b9814e-0074-442b-a6c8-befe8112901e",
"labela": "InteractionLog",
"labelb": "8192-6142-3457-0487",
"labelc": null,
"labeld": null,
"labele": null,
"created": 1546949309290,
"sealed": true,
"subject": {
"processDefinitionId": "InteractionLog:33:771661",
"description": "Assisting service:Benefits through channel: phone",
"proxyUserId": null,
"userId": "TIMGADMIN",
"processDefinitionKey": "InteractionLog"
},
"lastupdated": 1546957164817,
"events": [{
"pos": [1, 9],
"event": {
"private": false,
"description": "Started contact interaction for Benefits via phone",
"proxyUserId": null,
"formData": {
"data": {
"CHANNEL": "phone",
"SERVICE": "Benefits",
"SUGGESTEDNAME": ""
},
"formName": "COMPLETEINTERACTION",
"typeName": "FORM_COMPLETEINTERACTION",
"formDefinitionType": "FORMDEFINITIONEX"
},
"event": "STARTWORKFLOW",
"userRole": "user",
"userId": "TIMGADMIN"
},
"fpos": [1, 9],
"timestamp": 1546949309307
}, {
"pos": [2, 9],
"event": {
"private": false,
"historyDescription": "Assisting service:Benefits through channel: phone",
"description": "Summary",
"proxyUserId": null,
"formData": {
"data": {
"CHANNEL": "phone",
"REQUESTEDGROUP": "",
"SERVICE": "Benefits",
"SUGGESTEDNAME": ""
},
"formName": "BEGININTERACTION",
"typeName": "FORM_BEGININTERACTION",
"formDefinitionType": "FORMDEFINITIONEX"
},
"event": "SUMMARY",
"userRole": "workflowengine",
"userId": null
},
"fpos": [2, 9],
"timestamp": 1546949309423
}, {
"pos": [3, 9],
"event": {
"description": "User Recorded for interaction: TIMG2",
"proxyUserId": "TIMG2",
"event": "User Recorded",
"userRole": "agent",
"userId": "TIMGADMIN"
},
"fpos": [3, 9],
"timestamp": 1546949309627
}, {
"pos": [4, 9],
"event": {
"description": "Paused",
"proxyUserId": "",
"event": "Pause",
"userRole": "agent",
"userId": "TIMGADMIN"
},
"fpos": [4, 9],
"timestamp": 1546950131933
}, {
"pos": [5, 9],
"event": {
"description": "Resumed",
"proxyUserId": "",
"event": "Resume",
"userRole": "agent",
"userId": "TIMGADMIN"
},
"fpos": [5, 9],
"timestamp": 1546957155997
}, {
"pos": [6, 9],
"event": {
"taskDefinitionKey": "CompleteInteraction",
"private": false,
"description": "Completed interaction for Benefits via phone",
"proxyUserId": null,
"formData": {
"data": {
"CHANNEL": "phone",
"HISTORYPRIVATE": "true",
"OUTCOME": "Information Supplied",
"ASSISTEDUSER": "TIMG2",
"SERVICE": "Benefits",
"HISTORYNOTE": "",
"COMMENT": ""
},
"formName": "COMPLETEINTERACTION",
"typeName": "FORM_COMPLETEINTERACTION",
"formDefinitionType": "FORMDEFINITIONEX"
},
"event": "Completed interaction",
"userRole": "user",
"userId": "TIMGADMIN",
"taskId": "863432"
},
"fpos": [6, 9],
"timestamp": 1546957164507
}, {
"pos": [7, 9],
"event": {
"secTimeTaken": "831.0",
"service": "Benefits",
"channel": "phone",
"description": "Completed in 831.0 seconds",
"proxyUserId": "",
"event": "Complete",
"userRole": "agent",
"userId": "TIMGADMIN"
},
"fpos": [7, 9],
"timestamp": 1546957164697
}, {
"pos": [8, 9],
"event": {
"private": false,
"historyDescription": "Assisting service:Benefits through channel: phone",
"description": "Summary",
"proxyUserId": null,
"formData": {
"data": {
"CHANNEL": "phone",
"HISTORYPRIVATE": "true",
"REQUESTEDGROUP": "",
"OUTCOME": "Information Supplied",
"ASSISTEDUSER": "TIMG2",
"SERVICE": "Benefits",
"SUGGESTEDNAME": "",
"HISTORYNOTE": "",
"COMMENT": ""
},
"formName": "BEGININTERACTION",
"typeName": "FORM_BEGININTERACTION",
"formDefinitionType": "FORMDEFINITIONEX"
},
"event": "SUMMARY",
"userRole": "workflowengine",
"userId": null
},
"fpos": [8, 9],
"timestamp": 1546957164770
}, {
"pos": [9, 9],
"event": {
"private": false,
"description": "Process Ended",
"proxyUserId": null,
"event": "PROCESSENDED",
"userRole": "workflowengine",
"userId": null
},
"fpos": [9, 9],
"timestamp": 1546957164817
}]
}
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