Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Code Block
languagejs
themeMidnight
{
  "meta": {
    "page": 1,
    "count": 2,
    "pageCount": 1,
    "totalCount": 2
  },
  "items": [
    {
      "status": "Completed",
      "medium": "Phone",
      "mediumManager": "VCC",
      "guid": "016f7e44-7525-4e37-b0db-5dd09afe592e",
      "conversationGuid": "0c7df94e-a2f9-44e6-80bf-73ffe08f7c34",
      "start": "2020-01-07T12:48:48.023Z",
      "duration": 64547,
      "direction": "Inbound",
      "serviceName": "Report Gp 2",
      "connectTo": "0123456789",
      "connectFrom": "0987654321",
      "categorizedAt": null,
      "outcome": "Handled by agent",
      "interactionPlanMapping": {
        "addressName": "Main Support Number",
        "mappingName": "Mapping1",
        "interactionPlanName": "Customer Support Plan",
	 	"reportingGroup": "Report Gp 2"
      },
      "channels": [
        {
          "guid": "016f7e44-7525-4e37-b0db-5dd09afe592e",
          "offset": 0,
          "duration": 62903,
          "endReason": "Released",
		  "integrationType": null,
          "party": {
            "id": null,
            "role": "External",
            "touchpoint": "0987654321"
          },
          "events": [
            {
              "type": "Ringing",
              "offset": 0,
              "name": null,
              "duration": 0,
              "properties": null
            },
            {
              "type": "Connected",
              "offset": 0,
              "name": null,
              "duration": 62903,
              "properties": null
            },
            {
              "type": "InteractionPlan",
              "offset": 620,
              "name": "Customer Support Plan",
              "duration": 62283,
              "properties": {
                "reportingGroup": "Report Gp 2"
              }
            },
            {
              "type": "Applet",
              "offset": 718,
              "name": "Welcome",
              "duration": 0,
              "properties": {
                "appletType": "Announcement"
              }
            },
            {
              "type": "Applet",
              "offset": 812,
              "name": "Call Record",
              "duration": 0,
              "properties": {
                "appletType": "CallRecording"
              }
            },
            {
              "type": "Applet",
              "offset": 3538,
              "name": "MainMenu1",
              "duration": 0,
              "properties": {
                "appletType": "Menu"
              }
            },
            {
              "type": "Applet",
              "offset": 8078,
              "name": "SkillTag1",
              "duration": 0,
              "properties": {
                "appletType": "SkillTagger"
              }
            },
            {
              "type": "Applet",
              "offset": 8550,
              "name": "ACD1",
              "duration": 0,
              "properties": {
                "appletType": "ACD"
              }
            },
            {
              "type": "Queue",
              "offset": 8654,
              "name": "ACD1",
              "duration": 8382,
              "properties": {
                "interactionPlan": "0123456789",
                "interactionPlanName": "Customer Support Plan",
                "presentedSkills": [
                  "Billing"
                ],
                "virtualQueues": [
                  "Billing Queue"
                ],
                "targets": [
                  {
                    "virtualQueue": "Billing Queue",
                    "targetTimeToAnswer": 30000
                  }
                ],
                "result": "Delivered"
              }
            },
            {
              "type": "CallRecording",
              "offset": 17055,
              "name": null,
              "duration": 45848,
              "properties": null
            }
          ]
        },
        {
          "guid": "41720567-7acd-40a4-94ac-e5a2b60c484c",
          "offset": 9682,
          "duration": 54865,
          "endReason": "Released",
          "integrationType": null,
          "party": {
            "id": "01",
            "role": "Agent",
            "touchpoint": "01122334455"
          },
          "events": [
            {
              "type": "Ringing",
              "offset": 9682,
              "name": null,
              "duration": 7354,
              "properties": null
            },
            {
              "type": "Connected",
              "offset": 17036,
              "name": null,
              "duration": 44005,
              "properties": null
            },
            {
              "type": "CallRecording",
              "offset": 17055,
              "name": null,
              "duration": 43986,
              "properties": null
            },
            {
              "type": "Wrap",
              "offset": 61041,
              "name": null,
              "duration": 3506,
              "properties": null
            },
            {
              "type": "Disposition",
              "offset": 61042,
              "name": null,
              "duration": 0,
              "properties": {
                "disposition": "CallBack"
              }
            },
            {
              "type": "CallRating",
              "offset": 61043,
              "name": null,
              "duration": 0,
              "properties": {
                "classification": "3"
              }
            }
          ]
        }
      ]
    },
    {
      "status": "Completed",
      "medium": "API Case PM",
      "mediumManager": "VCC",
      "guid": "49e5af96-0cd0-45df-b916-8b2b2c4d0070",
      "conversationGuid": "d9480a6b-7795-4427-8ea5-44f0826743bf",
      "start": "2020-01-07T12:49:37.855Z",
      "duration": 24872,
      "direction": "Inbound",
      "serviceName": "Case Report Group",
      "connectTo": "APIRouting",
      "connectFrom": "",
      "categorizedAt": "2020-01-07T12:53:37.855Z",
      "outcome": "Handled by agent",
      "interactionPlanMapping": {
        "addressName": "API Cases",
        "mappingName": "API Mapping",
        "interactionPlanName": "Case Plan",
	 	"reportingGroup": "Case Report Group"
      },
      "channels": [
        {
          "guid": "49e5af96-0cd0-45df-b916-8b2b2c4d0070",
          "offset": 0,
          "duration": 17740,
          "endReason": "Released",
          "integrationType": null,
          "party": {
            "id": null,
            "role": "External",
            "touchpoint": ""
          },
          "events": [
            {
              "type": "Ringing",
              "offset": 0,
              "name": null,
              "duration": 0,
              "properties": null
            },
            {
              "type": "Connected",
              "offset": 0,
              "name": null,
              "duration": 17740,
              "properties": null
            },
            {
              "type": "InteractionPlan",
              "offset": 96,
              "name": "Case Plan",
              "duration": 17644,
              "properties": {
                "reportingGroup": "Case Report Group"
              }
            },
            {
              "type": "Applet",
              "offset": 623,
              "name": "Cases",
              "duration": 0,
              "properties": {
                "appletType": "ACD"
              }
            },
            {
              "type": "Queue",
              "offset": 774,
              "name": "Cases",
              "duration": 2408,
              "properties": {
                "interactionPlan": "DanAccount-1",
                "interactionPlanName": "Case Plan",
                "result": "Delivered"
              }
            }
          ]
        },
        {
          "guid": "8ed8ee4a-f564-45c7-b0fc-2ee3c094bb2b",
          "offset": 3107,
          "duration": 21765,
          "endReason": "Released",
          "integrationType": null
          "party": {
            "id": "002",
            "role": "Agent",
            "touchpoint": "01122334455"
          },
          "events": [
            {
              "type": "Ringing",
              "offset": 3107,
              "name": null,
              "duration": 75,
              "properties": null
            },
            {
              "type": "Connected",
              "offset": 3182,
              "name": null,
              "duration": 15174,
              "properties": null
            },
            {
              "type": "Wrap",
              "offset": 18356,
              "name": null,
              "duration": 6516,
              "properties": null
            },
            {
              "type": "Disposition",
              "offset": 18357,
              "name": null,
              "duration": 0,
              "properties": {
                "disposition": "CallBack"
              }
            },
            {
              "type": "CallRating",
              "offset": 18358,
              "name": null,
              "duration": 0,
              "properties": {
                "classification": "3"
              }
            }
          ]
        }
      ]
    }
  ],
  "upTo": "2020-01-07T12:51:27.982Z",
  "latestUpdate": "2020-01-07T12:51:24.919Z"
}

...