channel.resumed.v1

Description

This type of event indicates that an interrupted channel has been resumed. This means that the agent has completed their work on the more important interaction, and can return their focus to the interrupted, less important interaction.

For example, channel.resumed events would occur at the moment that an agent completed their work on a phone call interaction, to return to a less-pressing email interaction. An event would occur for both the agent and customer channels.

A notification will be sent at the moment the interrupted phase of the channel lifecycle ends, and the connected phase is continued. You can use this notification to calculate the duration of the interrupted phase and to track the continuation of the connected phase.

Example

Here is an example of a channel.resumed.v1 notification:

{
   "specversion":"1.0",
   "type":"channel.resumed.v1",
   "id":"2Zks0VJxXAegKlhmHygjlZRwu0F",
   "source":"/channel",
   "subject":"740109c1-12d5-430f-9543-131fe5c4edcb",
   "time":"2022-08-30T14:34:36.6134321Z",
   "datacontenttype":"application/json",
   "data":{
      "timestamp":"2022-08-30T14:34:36.088Z",
      "channel":{
		 "conversationId":"3e71f453-116a-3abc-7769-bc678ef6e080",
         "interactionId":"1371f451-116a-4abc-8869-bc678ef67070",
         "channelId":"740109c1-12d5-430f-9543-131fe5c4edcb",
         "party":{
            "role":"agent",
            "agentId":"1544",
            "userId":"ef71f453-556a-3abc-7769-bc678ef6e090"
         }
      }
   }
}

Properties

• specversion — The version of the specification being used.
• type — The type of event, which is channel.resumed.v1. This comprises three parts: the entity performing the event, a description of the event, and the version of the event. 
• id — When combined with the source, forms a unique identifier for the notification. The format is a ksuid.
• source — The type of event source.
• subject — The subject of the event, which in this case is the channel. The value is the channel ID, which is a GUID.
• time — An ISO 8601 UTC datetime representing the moment the interrupted channel was resumed.
• datacontenttype — The content type used by the data property.
• data — The event payload.

  • timestamp — An ISO 8601 UTC datetime representing the moment the interrupted channel was resumed.

    This is not the timestamp of when a notification related to this event was sent. 
  • channel — Provides some further information about the interrupted channel that was resumed.
    • conversationId — A unique identifier assigned to a conversation within VCC. The conversation ID is a GUID (Globally Unique Identifier) such as '4f27b3a1-6f02-4006-8b9d-5f6e1c1a8f65.
    • interactionId — The unique identifier of the interaction that the channel is part of. It is a UUID.
    • channelId — The unique identifier of the interrupted channel that has been resumed. It is a UUID.
    • party — This object provides some further information about the party on the channel.
      • role — The role of the party on the channel. Possible values are external, agent, monitor, and voicemail.
      • agentId — The ID for the party if they are an agent or monitor role.
      • userId — The ID for the user.