AgentQueue | {“result”:“AgentRecall”} | The queuing agent canceled the queue event and recalled the customer. |
AgentQueue | {“result”:“AgentTransfer”} | The queuing agent transferred the party on hold into the queue and left the interaction. |
AgentQueue, Queue | {“interactionPlan”:“01234567890”} | The ID of the interaction plan. The ID is the inbound address of the interaction plan for older plans and the guid of the interaction plan for newer plans. (interactionPlan will be deprecated in v4 of the API.) |
AgentQueue, Queue | {“interactionPlanName”:“Customer Support Plan”} | The name of the interaction plan at the time that the interaction entered the queue. |
AgentQueue, Queue | {“presentedSkills”:[“Skill1”,“Skill2”]} | An array of skills that the interaction was tagged with when it entered the queue. |
AgentQueue, Queue | {“result”:“AgentDeclineBreakout”} | The agent declined the interaction. |
AgentQueue, Queue | {“result”:“Delivered”} | The interaction was successfully connected to an agent. |
AgentQueue, Queue | {“result”:“HangUp”} | The customer ended the interaction whilst queuing. |
AgentQueue, Queue | {“result”:“MaxEstimatedWaitTime”} | The estimated time the interaction would wait was higher than the maximum allowed, and it was routed out of the queue. |
AgentQueue, Queue | {“result”:“NoAgentsBreakout”} | There are no agents available to serve the queue, and the interaction was routed out of the queue. |
AgentQueue, Queue | {“result”:“QueueCapacityBreakout”} | The queue was at the configured capacity and the interaction was routed out of the queue. |
AgentQueue, Queue | {“result”:“QueueTimeBreakout”} | The interaction had queued for the maximum amount of allowed time and it was routed out of the queue. |
AgentQueue, Queue | {“result”:“VoluntaryBreakout”} | The customer has chosen to leave the queue when offered. |
AgentQueue, Queue | {“targets”:[{“virtualQueue”:“VirtualQueue1”, “targetTimeToAnswer”:20000}]} | An array of virtual queue SLA targets, with the target time to answer in milliseconds. |
AgentQueue, Queue | {“virtualQueues”:[“VirtualQueue1”,“VirtualQueue2”]} | An array of virtual queues that the interaction entered. |
Applet | {“appletType”:“VoiceMail”} | Indicates the type of applet that was run. |
AudioProblemReported | {“classification”:“echo”} | Indicates that the agent reported a problem with their call audio. The classification provides information about the type of audio problem. |
CallRating | {“classification”:“3”} | The call rating classification provided by the agent. |
DataSourceValueAcquired | {“value”:“CASE-123456789”} | The value that was associated with the channel. |
DeliveryFailed | {“type”:“ConnectionUnavailable”} | Indicates the type of media connection failure. The possible values match those of endReason . |
Disposition | {“disposition”:“CallBack”} | The disposition code provided by the agent. |
Held | {“initiatingAgentId”:“1234”} | The ID of the agent that placed the channel on hold. |
Held | {“type”:“Held”} | The Held type of Held event represents a period when the channel was on hold. |
Held | {“type”:“Interrupted”} | The Interrupted type of Held event represents a period when the channel was interrupted. |
Held | {“type”:“Parked”} | The Parked type of Held event represents a period when the channel was parked. |
InteractionPlan | {“reportingGroup”:“Report Group Omega”} | A label used to report on data from multiple interaction plans. |
Monitoring | {“type”:“ListenIn”} | Indicates that a monitoring party (role is Monitor) is currently monitoring the channel. The monitor can listen to the channel but other parties will be unaware of the monitor. |
Monitoring | {“type”:“Coach”} | Indicates that a monitoring party (role is Monitor) is currently monitoring the channel. The monitor can communicate with the agent party, but the external party will be unaware of the monitor. |
Monitoring | {“type”:“Join”} | Indicates that a monitoring party (role is Monitor) is currently monitoring the channel. The monitor can communicate with both the agent and external party. |
QueueVirtualAssistant | { | “result”:“Delivered”}The interaction was successfully connected to an agent. |
Queue | {“result”:“QueueTimeBreakout”} | The interaction had queued for the maximum amount of allowed time and it was routed out of the queue. |
Queue | {“result”:“HangUp”} | The customer ended the interaction whilst queuing. |
Queue | {“result”:“VoluntaryBreakout”} | The customer has chosen to leave the queue when offered. |
Queue | {“result”:“NoAgentsBreakout”} | There are no agents available to serve the queue, and the interaction was routed out of the queue. |
Queue | {“result”:“MaxEstimatedWaitTime”} | The estimated time the interaction would wait was higher than the maximum allowed, and it was routed out of the queue. |
Queue | {“result”:“QueueCapacityBreakout”} | The queue was at the configured capacity and the interaction was routed out of the queue. |
Queue | {“result”:“AgentDeclineBreakout”} | The agent declined the interaction. |
Queue | {“result”:“AgentTransfer”} | The queuing agent transferred the party on hold into the queue and left the interaction. |
Queue | {“result”:“AgentRecall”} | The queuing agent canceled the queue event and recalled the customer. |
Queue | {“interactionPlan”:“01234567890”} | The ID of the interaction plan. The ID is the inbound address of the interaction plan for older plans and the guid of the interaction plan for newer plans. (interactionPlan will be deprecated in v4 of the API.) |
Queue | {“interactionPlanName”:“Customer Support Plan”} | The name of the interaction plan at the time that the interaction entered the queue. |
Queue | {“presentedSkills”:[“Skill1”,“Skill2”]} | An array of skills that the interaction was tagged with when it entered the queue. |
Queue | {“virtualQueues”:[“VirtualQueue1”,“VirtualQueue2”]} | An array of virtual queues that the interaction entered. |
Queue | {“targets”:[{“virtualQueue”:“VirtualQueue1”, “targetTimeToAnswer”:20000}]} | An array of virtual queue SLA targets, with the target time to answer in milliseconds. |
"result":"Abandoned"} | The Virtual Assistant did not resolve the interaction. The party working with the Virtual Assistant abandoned the interaction during the session. |
VirtualAssistant | {"result":"Escalated"} | The Virtual Assistant did not resolve the interaction. The party working with the Virtual Assistant reached the end of the flow without resolution, and the Virtual Assistant escalated the interaction to another applet or to a live agent. |
VirtualAssistant | {"result":"Resolved"} | The Virtual Assistant resolved the interaction. The party working with the Virtual Assistant reached the end of the flow, and the Virtual Assistant deemed the interaction complete. |
VoicemailRecording | {"appletType": "MessageTake"} | Indicates the type of applet that created the voicemail recording. This could be "VoiceMail" or "MessageTake". |
VoicemailRecording | {"targetAgentId": "1234"} | The ID of the agent that the voicemail was left for. This is set if the appletType was "VoiceMail". |