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queueName. The name of the queue, as configured in the Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet in the Vonage Contact Center (VCC) Admin Portal.
queueType. The type of queue. Possible values are: ACD or Virtual.
interactionGuid. The unique identifier for the interaction.
medium. The type of communication method.
enteredQueue. The time when the interaction entered the queue. enteredQueue is a UTC date in ISO 8601 format.
exitedQueue. The time when the interaction exited the queue. exitedQueue is a UTC date in ISO 8601 format.
queueExitCategory. The category of reason for the interaction leaving the queue. Possible values are:
- Answered. The interaction was connected to an agent.
- Abandoned. The party who was queuing hung up while in the queue.
- Breakout. Queuing was ended by the interaction triggering a breakout, either voluntarily by the queuing party, or through configured settings within the queue itself.
- Cancelled. An agent consulting to a different queue chose to stop queuing, either by ending the consult and recalling the caller from hold, or by transferring the caller into the queue.
queueExitReason. The reason the interaction left the queue. Possible values are dependent on queueExitCategory:
- Delivered. If
queueExitCategory is Answered, queueExitReason is always Delivered. - HangUp. If
queueExitCategory is Abandoned, queueExitReason is always HangUp. - VoluntaryBreakout. The party who was queuing chose to leave the queue when offered to do so.
- QueueCapacityBreakout. The queue was at the configured maximum capacity so VCC routed the interaction out of the queue.
- QueueTimeBreakout. The interaction had queued for the maximum amount of allowed time so VCC routed the interaction out of the queue.
- NoAgentsBreakout. No agents were available to serve the queue so VCC routed the interaction out of the queue.
- MaxEstimatedWaitTimeBreakout. The estimated wait time for an agent to handle the interaction exceeded the configured maximum so VCC routed the interaction out of the queue.
- AgentDeclineBreakout. The agent declined the interaction.
- AgentTransfer. The queuing agent transferred the party on hold into the queue and left the interaction,
queueExitCategory is Cancelled. - AgentRecall. The queuing agent canceled the queue event and recalled the customer,
queueExitCategory is Cancelled.
targetTimeToAnswer. Target time to answer (TTA)—in milliseconds—associated with the queue.
mediumManager. The origin application of the interaction, e.g. VCC (Vonage Call Centre) or VBC (Vonage Business Cloud).
interactionPlan. The name or number of the interaction plan.
presentedSkills. A comma-delimited list of presented skills.
queuedPartyTimes. queuedPartyTimes contains information about how long the queuing party was in the queue:
queuedDuration. A length of time, measured in milliseconds which indicates exactly how long the interaction spent in the queue.
agentHandleTimes. agentHandleTimes contains information about the time spent by agents handling the interaction after it left the queue:
total. A length of time, measured in milliseconds which indicates the total connected and wrap time of agents handling this interaction after it left the queue. If queueExitReason is not Delivered, HangUp, or AgentRecall, total will be null.connected. A length of time, measured in milliseconds which indicates the total connected time of agents handling this interaction after it left the queue. If queueExitReason is not Delivered, connected will be null.wrap. A length of time, measured in milliseconds which indicates the total wrap time of agents handling this interaction after it left the queue. If queueExitReason is not Delivered, HangUp, or AgentRecall, wrap will be null.
party. party contains information about which party role entered the queue:
role. The role of the party. Possible values are:- External. Most commonly indicates the customer’s channel, but any call to a number not linked to an agent will show as External.
- Agent. Indicates the VCC agent’s channel.
- Null. Reserved for future use.