Verint Pre-Defined States
Use this table to facilitate data mapping on the Verint workforce management (WFM) side and support integration with the Verint WFM application. This capability must be enabled for your contact center by the service provider.
| Field name | Type | Value range | Required | Description |
| eventType | long | 26, 27, 28 | M | 26 for Login
27 for Logout 28 for any other state change For events related to connection status (extErrorCode ≠ 0), this field shall be set to 28 |
| agentId | string | Up to 128 characters | M | Configured username of the agent. |
| monitorParty | string | Always empty string | O | |
| timeStamp | timestamp structure (see Verint spec) | See Verint spec | M | Timestamp of the event. |
| agentMode | long | 1 for Ready
2 for Busy 3 for ACW 4 for Supervising 5 for Not Ready (regardless of reason) 27 for Logout |
M | The interpretation and mapping of these states will be performed on the Verint WFM side. |
| agentGroup | string | Up to 24 characters | O | Can be set to an empty string. |
| agentData | string | Always empty string | O | |
| badDevType | string | Always empty string | O | |
| reasonCode | string | Up to 24 characters | O | For agentMode = Not Ready, reports the reason exactly as defined in BPCC configuration.
Interpretation and mapping of these reasons, if necessary, will be performed on the Verint side. If the reason code is longer than 24 characters, the first 24 characters are sent. For agentMode ≠ Not Ready, this field is set to empty string. |
| extErrorCode | unsigned int | 0 to 4 | O | 0 - The event is about an agent state change.
1 - The event reports the normal condition of the real-time feed (on startup and after the normal operation is restored.) 2 - Will not be used by BPCC. 3 - Real-time feed unavailable (reported when sending of agent events is not possible for any reason.) 4 - Graceful shutdown (e.g., account disabled, RTA service stopped.) |