ENS Workflow Event Code Samples

Workflow Events

For WORKFLOW_QUEUE_ASSIGN events, initially the old value tag contains a null value and the new value tag contains the email address of the Agent being assigned a transaction. When a suspect order first enters the queue, an Agent is assigned automatically through a round robin process. However, that assignment is registered as an update so that agent’s email address is recorded in the new value tag.

If the Lead Agent is reassigning a transaction from one agent to another, the old value tag will contain the original Agent’s email address and the new value tag will contain the new Agent’s email address.

In the Agent Web Console (AWC) on the Workflow tab in the Suspect Orders page, when the Lead Agent opens the Agent drop-down menu, only the initials of available agents appear, rather than their full email addresses. This is done in the GUI to conserve space. The actual value transmitted when the assignment is made however, is an email address.

WORKFLOW_NOTES_ADD

<event>
  <name>WORKFLOW_NOTES_ADD</name>
  <key order_number="?" site="?">Transaction ID </key>
  <old_value>null </old_value>
  <new_value reason_code="code">New Note </new_value>
  <agent>agent@email.com </agent>
  <occurred>2019-09-05 13:19:24 </occurred>
</event>

WORKFLOW_QUEUE_ASSIGN

<event>
  <name>WORKFLOW_QUEUE_ASSIGN</name>
  <key order_number="?" site="?">Transaction ID </key>
  <old_value>old email address </old_value>
  <new_value>new email address </new_value>
  <agent>agent@email.com </agent>
  <occurred>2019-09-05 13:19:24 </occurred>
</event>

WORKFLOW_REEVALUATE

<event>
  <name>WORKFLOW_REEVALUATE</name>
  <key order_number="?" site="?">Transaction ID </key>
  <old_value>Old Score </old_value>
  <new_value>New Score </new_value>
  <agent>agent@email.com </agent>
  <occurred>2019-09-05 13:19:24 </occurred>
</event>

WORKFLOW_STATUS_EDIT

<event>
  <name>WORKFLOW_STATUS_EDIT</name>
  <key order_number="?" site="?">Transaction ID </key>
  <old_value>Old Status </old_value>
  <new_value>New Status </new_value>
  <agent>agent@email.com </agent>
  <occurred>2019-05-11 08:56:14 </occurred>
</event>