...
Code Block | ||||
---|---|---|---|---|
| ||||
{ "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" } |
...