DocsICP FilingConsole
官方文档
首页

Event message formats

更新时间：
复制 MD 格式
产品详情
我的收藏

This topic describes the message formats and example values for all events in Cloud Contact Center 2.0.

Event list

image

Common fields for all events

The following three fields are common to all event types.

Field

Name

Example value

eventTime

Event time

2021-04-14T02:34:00.447Z (GMT).

eventType

Event type

Any of the event types described in this section.

instanceId

Call center instance ID

report-test-2

Agent events

The following two fields are common to all agent events.

Field

Name

Example value

skillGroupIds

Skill group ID list for sign-in

skg-default@report-test-2,skillgroup@report-test-2

agentId

Agent ID

test@report-test-2

AgentCheckIn (Agent sign-in)

Field

Name

Example value

skillLevels

Skill level list

[{"skillLevel":5,"skillGroupId":"skg-default@ccc-staging-2"},{"skillLevel":5,"skillGroupId":"vvip@ccc-staging-2"}]

workMode

Work mode

ON_SITE (On-site mode)

OFF_SITE (Off-site mode)

deviceId

Device ID refers specifically to a registered SIP phone device

CCC-192.168.1.6-chrome118-bs227d190c16c0132

chatDeviceId

Chat device ID

f9792da6b59c0842e061ce0f402afbff

maxSlots

Maximum number of concurrent Chat and ticket sessions.

10

additivity

Sign in to a new skill group while already signed in to other skill groups.

false

AgentReady (Agent ready)

Field

Name

Example value

outboundScenario

Outbound-only mode

0, 1.

AgentDialing (Agent dialing)

Field

Name

Example value

contactId

Contact ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

Call channel ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

Call type

INTERNAL (Internal call)

INBOUND (Inbound)

OUTBOUND (Outbound)

CONFERENCE (Conference)

BACK2BACK (Dual call)

PREDICTIVE (Predictive outbound)

CONSULTANT (Consultation)

MONITOR (Monitoring)

COACH (Coaching)

BARGE (Barge-in)

INTERCEPT (Intercept)

skillGroupId

Skill group ID

skg-default@report-test-2

scenario

Dialing scenario

BLIND_TRANSFER (Blind transfer)

ATTENDED_TRANSFER (Attended transfer)

CONSULTED (Consulted)

MONITORING (Monitoring)

COACHING (Coaching)

INTERCEPTING (Intercepting)

INTERCEPTED (Forced termination completed)

Barging

CONFERENCE (Conference)

mediaType

Media type

Audio (Audio)

Video (Video)

Chat (Message)

Ticket (Ticket)

AgentRinging (Agent ringing)

Field

Name

Example value

contactId

Contact ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

Call channel ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

Call type

Same as above

skillGroupId

Skill group ID

skg-default@report-test-2

scenario

Dialing scenario

Same as above

mediaType

Media type

Same as above

maxSlots

Same as above

10

ringingSlots

When media type is Chat or Ticket, the number of sessions currently ringing for the agent. For Chat, "ringing" means the call has been assigned to the agent but the agent has not yet responded.

2

talkingSlots

When media type is Chat or Ticket, the number of sessions currently in conversation for the agent.

2

parallelJobList

When media type is Chat or Ticket, the IDs and statuses (ringing, talking) of sessions currently running in parallel. This field contains the same data as the two fields above.

[{"arity":2,"f0":"chat-535487601811132416","f1":"RELEASED"},{"arity":2,"f0":"chat-535488707182235648","f1":"RINGING"}]

accessChannelId

Access channel ID. Present only when media type is Chat or Ticket.

f8e9639a-81b8-4740-8af7-c13cc1553919

accessChannelType

Access channel type. Present only when media type is Chat or Ticket.

Web

accessChannelName

Access channel name. Present only when media type is Chat or Ticket.

Test Channel 1

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

AgentTalk (Agent talking)

Field

Name

Example value

contactId

Contact ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

Call channel ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

Call type

Same as above

skillGroupId

Skill group ID

skg-default@report-test-2

scenario

Dialing scenario

Same as above

mediaType

Media type

Same as above

maxSlots

Same as above

10

ringingSlots

When media type is Chat or Ticket, the number of sessions currently ringing for the agent. For Chat, "ringing" means the call has been assigned to the agent but the agent has not yet responded.

2

talkingSlots

When media type is Chat or Ticket, the number of sessions currently in conversation for the agent.

2

parallelJobList

When media type is Chat or Ticket, the IDs and statuses (ringing, talking) of sessions currently running in parallel. This field contains the same data as the two fields above.

[{"arity":2,"f0":"chat-535487601811132416","f1":"RELEASED"},{"arity":2,"f0":"chat-535488707182235648","f1":"RINGING"}]

accessChannelId

Access channel ID. Present only when media type is Chat or Ticket.

f8e9639a-81b8-4740-8af7-c13cc1553919

accessChannelType

Access channel type. Present only when media type is Chat or Ticket.

Web

accessChannelName

Access channel name. Present only when media type is Chat or Ticket.

Test Channel 1

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

AgentRelease (Agent hang up)

Field

Name

Example value

contactId

Contact ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

Call channel ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

Call type

Same as above

skillGroupId

Skill group ID

skg-default@report-test-2

scenario

Dialing scenario

Same as above

transferee

Transfer destination (agent ID/skill group ID/external number)

test-agent@test-instance

mediaType

Media type

Same as above

maxSlots

Same as above

10

ringingSlots

When media type is Chat or Ticket, the number of sessions currently ringing for the agent. For Chat, "ringing" means the call has been assigned to the agent but the agent has not yet responded.

2

talkingSlots

When media type is Chat or Ticket, the number of sessions currently in conversation for the agent.

2

parallelJobList

When media type is Chat or Ticket, the IDs and statuses (ringing, talking) of sessions currently running in parallel. This field contains the same data as the two fields above.

[{"arity":2,"f0":"chat-535487601811132416","f1":"RELEASED"},{"arity":2,"f0":"chat-535488707182235648","f1":"RINGING"}]

accessChannelId

Access channel ID. Present only when media type is Chat or Ticket.

f8e9639a-81b8-4740-8af7-c13cc1553919

accessChannelType

Access channel type. Present only when media type is Chat or Ticket.

Web

accessChannelName

Access channel name. Present only when media type is Chat or Ticket.

Test Channel 1

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

AgentBreak (Agent break)

Field

Name

Example value

breakCode

Break event code

Warm-up

AgentCheckOut (Agent sign-out)

No specific fields. Inherits common fields.

AgentRingingTimeout (Agent ringing timeout)

Field

Name

Example value

contactId

Contact ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

Call channel ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

Call type

Same as above

skillGroupId

Skill group ID associated with the call

skg-default@report-test-2

scenario

Dialing scenario

Same as above

mediaType

Media type

Same as above

maxSlots

Same as above

10

ringingSlots

When media type is Chat or Ticket, the number of sessions currently ringing for the agent. For Chat, "ringing" means the call has been assigned to the agent but the agent has not yet responded.

2

talkingSlots

When media type is Chat or Ticket, the number of sessions currently in conversation for the agent.

2

parallelJobList

When media type is Chat or Ticket, the IDs and statuses (ringing, talking) of sessions currently running in parallel. This field contains the same data as the two fields above.

[{"arity":2,"f0":"chat-535487601811132416","f1":"RELEASED"},{"arity":2,"f0":"chat-535488707182235648","f1":"RINGING"}]

accessChannelId

Access channel ID. Present only when media type is Chat or Ticket.

f8e9639a-81b8-4740-8af7-c13cc1553919

accessChannelType

Access channel type. Present only when media type is Chat or Ticket.

Web

accessChannelName

Access channel name. Present only when media type is Chat or Ticket.

Test Channel 1

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

SatisfactionSurveyOffer (Satisfaction survey invitation)

Field

Name

Example value

contactId

Contact ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

skillGroupId

Skill group ID associated with the call

skg-default@report-test-2

surveyChannel

Survey delivery method

IVR (Voice satisfaction), SMS (SMS satisfaction).

callType

Call type

Same as above

caller

Calling number

1388888****

callee

Called number

0111234****

SatisfactionSurveyResponse (Satisfaction survey response)

Field

Name

Example value

contactId

Contact ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

skillGroupId

Skill group ID associated with the call

skg-default@report-test-2

surveyChannel

Survey delivery method

Same as above

rating

Satisfaction rating

1

userInput

Keypress record

Feature under development. Coming soon.

Contact events

The following eight fields are common to all contact events.

Field

Name

Example value

contactId

Contact ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

Call channel ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

Call type

Same as above

caller

Calling number

1388888****

callee

Called number

0111234****

mediaType

Media type

Audio (Audio)

Video (Video)

Chat (Message)

Ticket

broker

Intermediate number

05712910xxxx

additionalBroker

Additional intermediate number. If present, this number is used when calling the callee.

05712910xxxx

callVariables

Custom contact-related data.

JSON string

accessChannelId

Access channel ID. Present only when media type is Chat or Ticket.

f8e9639a-81b8-4740-8af7-c13cc1553919

accessChannelType

Access channel type. Present only when media type is Chat or Ticket.

Web

accessChannelName

Access channel name. Present only when media type is Chat or Ticket.

Test Channel 1

Dialing

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

scenario

Dialing scenario

Same as above

Ringing

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

destination

Destination

80002301

skillGroupId

Skill group ID

skg-default@report-test-2

scenario

Dialing scenario

Same as above

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

Established

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

scenario

Dialing scenario

Same as above

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

Released

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

releaseInitiator

Disconnecting Party

05719213xxxx

releaseReason

Hang-up reason

The hang-up reason comes from SIP signaling. If you are unfamiliar with SIP return codes, contact Cloud Call technical support on DingTalk. Example: 200 - Okay.

earlyMediaState

When the call is not answered, the status code indicating the reason based on early media detection.

NoAnswer (No answer)

OutOfService (Out of service)

NotExist (Nonexistent number)

Restricted (Call restricted)

Busy (Busy)

NotConnected (Unable to connect)

PowerOff (Power off)

earlyMediaText

When the call is not answered, the content detected from early media.

Busy 0.9987

scenario

Dialing scenario

Same as above

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

Held

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

heldChannelId

Held channel ID

ch-customer-0111234****-1010-1618315850388-job-103826849851777024

Retrieved

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

retrievedChannelId

Retrieved channel ID

ch-customer-0111234****-1010-1618315850388-job-103826849851777024

Muted

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

mutedChannelId

Muted channel ID

Feature under development. Coming soon.

Unmuted

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

unmutedChannelId

Unmuted channel ID

Feature under development. Coming soon.

BlindTransfer

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

originator

Transfer initiator

80001878

destination

Transfer destination

80002301

AttendedTransfer

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

originator

Transfer initiator

80001878

destination

Transfer destination

80002301

InitiateConsultant (Initiate consultation)

Field

Name

Example value

agentId

Agent ID (consultation initiator)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

counterparty

Consulted party

zhangli@report-test-2

StartConsultant

Field

Name

Example value

agentId

Agent ID (consultation initiator)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

counterparty

Consulted party

zhangli@report-test-2

StopConsultant

Field

Name

Example value

agentId

Agent ID (consultation initiator)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

counterparty

Consulted party

zhangli@report-test-2

StartConference

Field

Name

Example value

agentId

Agent ID (conference initiator)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

participants

Participants

[{"callee": "1871111****","caller": "05711111****"},{"callee": "1821111****","caller": "05711111****"}]

StopConference (End Conference)

Field

Name

Example value

agentId

Agent ID (conference terminator)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

Route2IVR (Enter IVR)

Field

Name

Example value

contactFlowId

Contact flow ID

b13612f1-e135-0008-0053-d632fdxb3b91e

contactFlowType

Contact flow type

MAIN_FLOW (Main flow)

SUB_FLOW (Sub flow)

SURVEY_FLOW (Satisfaction survey flow)

Abandoned

Field

Name

Example value

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

abandonPhase

Abandon phase

IVR (IVR interaction phase)

Queuing (Queuing phase)

Ringing (Agent ringing phase)

contactFlowId

Contact flow ID

b13612f1-e135-0008-0053-d632fdxb3b91e

contactFlowType

Contact flow type

MAIN_FLOW (Main flow)

SUB_FLOW (Sub flow)

SURVEY_FLOW (Satisfaction survey flow)

queueType

Queue type

Agent (Agent)

SkillGroup (Skill group)

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

Enqueue

Field

Name

Example value

queueType

Queue type

SkillGroup (Skill group)

Agent (Agent)

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

QueueingTimeout

Field

Name

Example value

queueType

Queue type

SkillGroup (Skill group)

Agent (Agent)

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

QueueingOverflow

Field

Name

Example value

queueType

Queue type

SkillGroup (Skill group)

Agent (Agent)

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

QueueingCancelled (Queueing Cancelled)

Field

Name

Example value

queueType

Queue type

SkillGroup (Skill group)

Agent (Agent)

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

QueueingFailure

Field

Name

Example value

queueType

Queue type

SkillGroup (Skill group)

Agent (Agent)

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

QueueingRerouted

Field

Name

Example value

queueType

Queue type

SkillGroup (Skill group)

Agent (Agent)

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

targetSkillGroupId

Target skill group

skg-default2@report-test-2

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

DispatchingFailure

Field

Name

Example value

queueType

Queue type

SkillGroup (Skill group)

Agent (Agent)

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

failureCode

Assignment failure code

InvalidCandidateUsers (Invalid candidate agents)

JobNotInQueue (Contact does not exist or is not in the current queue)

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

AssignAgent (assign agent)

Field

Name

Example value

queueType

Queue type

SkillGroup (Skill group)

Agent (Agent)

agentId

Agent ID

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

tags

Business identifier. The unique business ID passed in when an external scheduling application initiates active scheduling.

bizId=j123949

AssignAgentFailure (Agent Assignment Failed)

Field

Name

Example value

failureCode

Agent assignment failure code

InvalidCandidateUsers (Invalid candidate agents)

JobNotInQueue (Contact does not exist or is not in the current queue)

StartMonitor

Field

Name

Example value

agentId

Agent ID (monitored party)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

counterparty

Monitoring party

zhangli@report-test-2

StopMonitor (Stop monitoring)

Field

Name

Example value

agentId

Agent ID (monitored party)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

counterparty

Monitoring party

zhangli@report-test-2

StartCoach

Field

Name

Example value

agentId

Agent ID (coaching party)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

counterparty

Coached party

zhangli@report-test-2

StopCoach

Field

Name

Example value

agentId

Agent ID (coaching party)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

counterparty

Coached party

zhangli@report-test-2

BargeIn

Field

Name

Example value

agentId

Agent ID (barging party)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

counterparty

Barged party

zhangli@report-test-2

Intercept

Field

Name

Example value

agentId

Agent ID (intercepting party)

agent@report-test-2

skillGroupId

Skill group ID

skg-default@report-test-2

counterparty

Intercepted party

zhangli@report-test-2

TextStream

Field

Name

Example value

skillGroupId

Skill group ID

skg-default@report-test-2

agentId

Agent ID

nihao nihao agent@report-test-2

channelType

Contact channel type

Agent

customer (Customer)

channelName

Contact channel name

ch-user-1018-80002301-1618366018463-job-a6370a73-4a4a-4389-b884-c89e4cef27fe

text

ASR recognition result

Hello, hello.

finished

Whether the sentence is complete

0, 1.

beginTime

Conversation start time

2021-04-14T01:56:55Z (GMT)

beginOffsetMS

Offset of sentence start time relative to session start time, in milliseconds.

1380

endOffsetMS

Offset of processed audio time relative to session start time, in milliseconds.

2370

extraInfo

Additional ASR information.

speechRate=89;emotionIndex=0

wordInfoList

Word information

[{"beginOffsetMS":310320,"endOffsetMS":311210,"word":"my"}]

asrTaskId

ASR task ID

dkqedif124rfdkkd

MediaStream

Field

Name

Example value

skillGroupId

Skill group ID

skg-default@report-test-2

agentId

Agent ID

nihao nihao agent@report-test-2

customerId

Customer identifier, usually the customer's phone number.

1312121****

channelType

Contact channel type.

agent (Agent)

customer (Customer)

channelName

Contact channel name.

ch-user-1018-80002301-1618366018463-job-a6370a73-4a4a-4389-b884-c89e4cef27fe

streamingContactId

Streaming service internal contact ID, used to uniquely identify a call within the streaming service.

job-25601390577562****_SPtUD_1654600088436

streamingSessionEvent

Streaming session event.

SessionStart

streamingChannelAction

Streaming channel activity type.

Create

streamChannelCallId

SIP signaling CallId corresponding to the streaming channel.

44acb7c6-60f5-123b-7eae-00163e121d3ewytCp

originalChannelCallId

SIP signaling CallId corresponding to the original channel.

44acb7c6-60f5-123b-7eae-00163e121d3e

streamingChannelFlag

Streaming channel flag.

0

streamingStartTime

Start time of media stream for the streaming channel.

2022-06-07T11:10:23Z

mediaType

Audio format

ulaw

mediaSample

Sample rate

8000

streamingServerUrl

Streaming service URL.

wss://real-pipe-proxy-mybank-shanghai.aliyuncs.com

streamingDataLocation

Media data address.

ws://172.25.***.***:88888

extraInfo

Additional ASR information.

speechRate=89;emotionIndex=0

RecordingReady (Recording generated)

Field

Name

Example value

startTime

Recording start time. For inbound scenarios, this is the time when the call is transferred to an agent. For outbound scenarios, this is the time when the user answers after dialing.

2021-04-14T01:56:55Z (GMT)

endTime

Recording end time. If no satisfaction survey is initiated, this is the call end time. Otherwise, it is the time when the agent initiates the satisfaction survey.

2021-04-14T01:57:25Z (GMT)

duration

Recording duration, in seconds. Recording is generated only when both agent and customer participate.

60

agentIds

Agent ID list

agent@report-test-2

fileName

File name

job-d0103c3e-db21-4075-9292-f88b1f978b24.wav

downloadURL

Download URL

OSS download link.

DualTrackRecordingReady (Dual-track recording generated)

Field

Name

Example value

startTime

Recording start time. For inbound scenarios, this is the time when the call is transferred to an agent. For outbound scenarios, this is the time when the user answers after dialing.

2021-04-14T01:56:55Z (GMT)

endTime

Recording end time. If no satisfaction survey is initiated, this is the call end time. Otherwise, it is the time when the agent initiates the satisfaction survey.

2021-04-14T01:57:25Z (GMT)

duration

Recording duration, in seconds. Recording is generated only when both agent and customer participate.

60

agentIds

Agent ID list

agent@report-test-2

fileName

File name

job-d0103c3e-db21-4075-9292-f88b1f978b24.wav

downloadURL

Download URL

OSS download link.

CDRReady (Call Detail Record generation)

Field

Name

Example value

startTime

Start time. For outbound scenarios, this is the dialing start time. For inbound scenarios, this is the time when the call enters IVR. For dual-call scenarios, this is the dialing start time.

2021-04-14T01:56:55Z (GMT)

establishedTime

Call established time. For dual-call scenarios, both call established and end times refer to the first call. If the call is not answered, this parameter is empty.

2021-04-14T01:56:55Z (GMT)

endTime

End time

2021-04-14T01:57:25Z (GMT)

dispositionCode

Wrap-up code

Success (Normal)

AbandonedInQueue (Abandoned in queue)

AbandonedRing (Abandoned during ringing)

AbandonedInContactFlow (Abandoned in IVR)

NoAnswer (Not answered)

Reject (Customer rejected)

agentIds

Agent ID list

agent@report-test-2

skillGroupIds

Skill group ID list

skg-default@report-test-2

IVR tracking events

IvrTracking (IVR track)

Field

Name

Example value

contactId

Contact ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

Call channel ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

caller

Calling number

1388888****

callee

Called number

0111234****

flowId

IVR flow ID

3a094311-1c41-4d25-9894-635f7562ea07

flowType

IVR flow type

MAIN_FLOW (Main flow)

SUB_FLOW (Sub flow)

SURVEY_FLOW (Satisfaction flow)

nodeId

IVR node ID

dda23597

nodeName

IVR node name, set by the user when configuring the IVR module, associated with the "Module Name" property.

Transfer to Agent Module

nodeType

IVR node type

PLAY_SAY (Play audio)

TRANSFER_TO_AGENT (Transfer to agent)

FORWARD_TO_OUTSIDE_NUMBER (Forward to external number)

GATHER_INPUT (Gather input)

BRANCH (Branch)

HANGUP (Hang up)

FUNCTION_COMPUTE (Function Compute)

VOICE_NAVIGATOR (Voice navigator)

nodeExitCode

Event triggered when exiting the IVR node

Success

Failure

Hangup (Customer hung up)

Timeout (Queue/function/input timeout)

Overflow (Queue overflow)

Default (Default logic exit)

Branch-A/B/C (Logic branch exits)

nextNodeId

ID of the next node to execute

58d5ae90

nodeProperties

IVR node properties

Content depends on IVR node type. See the table below for details.

nodeVariables

Variables set by the IVR node at runtime

Content depends on IVR node type. See the table below for details.

nodeAction

Node action

ENTER (Enter)

Leave

channelVariables

Associated data

Note

The table below shows example values for nodeProperties and nodeVariables fields for different nodeType values. Most nodeProperties variables can be set in the IVR module interface. nodeProperties variables are static and determined when the module is configured, while nodeVariables are dynamic and generated during runtime.

nodeType

nodeProperties

nodeVariables

PLAY_SAY

{
 "say": "Transferring to agent"
}

say: Text-to-speech content.

{
 "play": "aaa.wav"
}

play: Audio file used.

None

TRANSFER_TO_AGENT

{
 "queuePriority": 5,
 "agentGreetingSay": "Hello, agent ${agentDisplayName} is serving you",
 "routingStrategy": "MOST_IDLE",
 "positionHintsSay": "Please wait patiently, you are ${queuePosition} in line",
 "queuingOverflowThreshold": "300",
 "say": "Playing timezone ${sys.dateTime.zone} and day of week ${sys.dateTime.dayOfWeek}",
 "periodicAnnouncementIntervalSeconds": 20,
 "queuingTimeoutSeconds": "600",
 "skillGroupId": "liutong@report-test-2",
 "routingStrategyParams": "{}"
}

queuePriority: Priority.

agentGreetingSay: Announcement before agent answers.

routingStrategy: Transfer strategy.

positionHintsSay: Current queue position announcement.

queuingOverflowThreshold: If the number of calls in queue exceeds this threshold when a call enters, it overflows directly.

say: Queuing announcement content.

periodicAnnouncementIntervalSeconds: Carousel interval (seconds).

queuingTimeoutSeconds: Queuing timeout duration.

skillGroupId: Target skill group.

routingStrategyParams: Transfer strategy parameters.

{
 "agentChannelId": "ch-user-1866-80002300-1619332030313-job-7608da25-21cc-45fe-a0ce-217fd7495806"
}

agentChannelId: ChannelId of the assigned agent.

FORWARD_TO_OUTSIDE_NUMBER

{
 "caller": "01112345678",
 "callee": "1013"
}

caller: Calling number for external transfer.

callee: Called number for external transfer.

None

GATHER_INPUT

{
 "maxTries": 5,
 "regex": "",
 "minLength": 1,
 "say": "Please enter your option: press 1 for agent, press 2 for representative.",
 "terminator": "#",
 "maxLength": 1,
 "timeout": 10
}

maxTries: Maximum number of attempts.

regex: Keypress regex validation.

minLength: Minimum keypress length.

say: Text-to-speech content.

terminator: Terminator character.

maxLength: Maximum keypress length.

timeout: User input timeout duration.

{
 "digits": "1"
}

digits: Input.

BRANCH

None

{
 "expression": "'1'=='1'"
}

expression: Branch expression matched by input.

HANGUP

None

None

FUNCTION_COMPUTE

{
 "functionName": "HelloWorld",
 "parameters": "[{\"key\":\"name\",\"value\":\"alice\"},{\"key\":\"age\",\"value\":\"18\"}]"
}

functionName: Function name to invoke.

parameters: Function parameters.

{
 "responseBody": "{\"name\":\"Dear Sir undefined\",\"greeting\":\"Welcome!\"}",
 "requestParams": "[{\"key\":\"name\",\"value\":\"2021\"}]",
 "responseCode": 200
}

responseBody: Function response result.

requestParams: Function request parameters.

responseCode: Function response code.

VOICE_NAVIGATOR

Feature under development. Coming soon.

Feature under development. Coming soon.

Predictive outbound events

The following two fields are common to all predictive outbound events.

Field

Name

Example value

queueId

Scheduling queue ID

skg-default@report-test-2

campaignId

Outbound campaign ID

ab11908b-6ebc-4b0c-b51e-3e17c7060

CampaignSubmitted

No specific fields. Inherits common fields.

CampaignPaused

No specific fields. Inherits common fields.

CampaignResumed (Campaign Resumed)

No specific fields. Inherits common fields.

CampaignAborted

No specific fields. Inherits common fields.

CampaignCompleted

No specific fields. Inherits common fields.

CaseAttempted (Case execution)

Field

Name

Example value

caseId

Task ID

8aea3b64-2ry6-47c3-a005-10739906a48e

referenceId

Business ID, defined by customer.

2ry6-47c3-a005

extraInfo

Business information, defined by customer.

{"name":"Zhang San","caseNo":"2ry6-47c3-a005"}

attemptedCount

Attempt count

1

jobId

Contact ID

job-22549914729321****

caller

Caller

0111234****

callee

Callee

1388888****

state

Call result:

  • Connected

  • Failed

Failed

contactDispositon

Call result. For Failed, early media recognition results (busy, overdue payment, out of service, etc.) will be added later.

  • Success (Normal)

  • AbandonedInQueue (Abandoned in queue)

  • AbandonedInRing (Abandoned during ringing)

  • AbandonedInIVR (Abandoned in IVR)

  • NoAnswer (Not answered)

  • Voicemail (Voicemail)

  • QueuingTimeout (Queuing timeout)

  • QueuingOverflow (Queuing overflow)

  • QueuingFailed (Transfer to agent failed)

  • AbandonedInVoiceNavigator (Abandoned in voice navigator)

  • IVRException (IVR exception)

  • ForwardToOutsideNumber (External line)

  • Reject (Customer rejected)

NoAnswer

abandonPhase

Abandon phase:

  • IVR (During IVR interaction)

  • Queueing (During queuing)

  • Ringing (During agent ringing)

  • NA (Empty)

NA

agentId

Agent ID

agent@report-test-2

Event format examples

AgentCheckIn-Agent sign-in

{
    "agentId":"agent@ccc-test",
    "eventTime":"2022-06-28T01:12:46.131Z",
    "eventType":"AgentCheckIn",
    "instanceId":"ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test",
    "skillLevels":[
        {
            "skillGroupId":"skillgroup1@ccc-test",
            "skillLevel":5
        },
        {
            "skillGroupId":"skillgroup2@ccc-test",
            "skillLevel":8
        }
    ],
    "workMode":"ON_SITE"
}

AgentReady-Agent ready

{
    "agentId":"agent@ccc-test",
    "eventTime":"2022-06-28T01:21:50.088Z",
    "eventType":"AgentReady",
    "instanceId":"ccc-test",
    "outboundScenario":true,
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentDialing-Agent dialing

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "channelId":"ch-user-1760265****-8028****-1656379498152-job-26347736147911****",
    "contactId":"job-26347736147911****",
    "eventTime":"2022-06-28T01:24:58.162Z",
    "eventType":"AgentDialing",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentRinging-Agent ringing

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "channelId":"ch-user-1892082****-8027****-1656382860790-job-c87272a4-3a0f-43c6-b00e-9f78f4a7****",
    "contactId":"job-c87272a4-3a0f-43c6-b00e-9f78f4a7****",
    "eventTime":"2022-06-28T02:21:01.866Z",
    "eventType":"AgentRinging",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentTalk-Agent talking

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "channelId":"ch-user-1779315****-8022****-1656384555441-job-26d27ea4-63fa-47d9-93d5-3ec7b5cc****",
    "contactId":"job-26d27ea4-63fa-47d9-93d5-3ec7b5cc****",
    "eventTime":"2022-06-28T02:49:18.168Z",
    "eventType":"AgentTalk",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentRelease-Agent hang up

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "channelId":"ch-user-1775203****-8028****-1656384637394-job-26349891702237****",
    "contactId":"job-26349891702237****",
    "eventTime":"2022-06-28T02:51:20.889Z",
    "eventType":"AgentRelease",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentBreak-Agent break

{
    "agentId":"agent@ccc-test",
    "breakCode":"default",
    "eventTime":"2022-06-28T02:53:14.319Z",
    "eventType":"AgentBreak",
    "instanceId":"ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentCheckOut-Agent sign-out

{
    "agentId":"agent@ccc-test",
    "eventTime":"2022-06-28T02:54:25.560Z",
    "eventType":"AgentCheckOut",
    "instanceId":"ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentRingingTimeout-Agent ringing timeout

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "channelId":"ec5026c6-136c-4524-95f3-a4841321****",
    "contactId":"job-642dfca0-6220-433b-bad6-c8c86616****",
    "eventTime":"2022-06-28T03:02:33.064Z",
    "eventType":"AgentRingingTimeout",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

SatisfactionSurveyOffer-Satisfaction survey invitation

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"0275977****",
    "caller":"1501718****",
    "contactId":"job-58b60028-491a-4fbc-b936-3b99d35d****",
    "eventTime":"2022-06-28T02:56:19.333Z",
    "eventType":"SatisfactionSurveyOffer",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "surveyChannel":"IVR"
}

SatisfactionSurveyResponse-Satisfaction survey response

{
    "agentId":"agent@ccc-test",
    "contactId":"job-90e769da-93f1-432e-aade-d00d2fb9****",
    "eventTime":"2022-06-28T02:58:32.069Z",
    "eventType":"SatisfactionSurveyResponse",
    "instanceId":"ccc-test",
    "rating":"1",
    "surveyChannel":"IVR"
}

Dialing-Dialing

{
    "agentId":"agent@ccc-test",
    "broker":"0206629****",
    "callType":"BACK2BACK",
    "callee":"1585152****",
    "caller":"1872182****",
    "channelId":"ch-user-0206629****-1872182****-1656385068797-job-26350072646189****",
    "contactId":"job-26350072646189****",
    "eventTime":"2022-06-28T02:57:48.801Z",
    "eventType":"Dialing",
    "instanceId":"ccc-test"
}

Ringing

{
    "callType":"OUTBOUND",
    "callee":"1357087****",
    "caller":"0206624****",
    "channelId":"ch-customer-0206624****-1357087****-1656385139148-job-26350102152699****",
    "contactId":"job-26350102152699****",
    "eventTime":"2022-06-28T02:59:01.843Z",
    "eventType":"Ringing",
    "instanceId":"ccc-test"
}

Established-Call established

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1522153****",
    "caller":"05712801****",
    "channelId":"ch-user-1522153****-8010****-1656385228883-job-26350139790706****",
    "contactId":"job-26350139790706****",
    "eventTime":"2022-06-28T03:00:44.526Z",
    "eventType":"Established",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

Released-Hang up

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1301530****",
    "caller":"05712801****",
    "channelId":"ch-user-1301530****-8010****-1656385331416-job-26350182796578****",
    "contactId":"job-26350182796578****",
    "eventTime":"2022-06-28T03:02:54.449Z",
    "eventType":"Released",
    "instanceId":"ccc-test",
    "releaseInitiator":"1301530****",
    "releaseReason":"480 - Temporarily Unavailable",
    "skillGroupId":"skillgroup1@ccc-test"
}

Held-Call held

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"951****",
    "caller":"1768127****",
    "channelId":"ch-user-1768127****-8028****-1655785144785-job-bb2c77ca-c982-44dc-be83-7361e9e1****",
    "contactId":"job-bb2c77ca-c982-44dc-be83-7361e9e1****",
    "eventTime":"2022-06-21T04:21:51.993Z",
    "eventType":"Held",
    "heldChannelId":"9286a672-027d-4f22-aa3f-c661afa9****",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

Retrieved-Call retrieved

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"05718866****",
    "caller":"1358511****",
    "channelId":"ch-user-1358511****-8028****-1655791298510-job-5c1fcf17-9653-4cd3-9d46-013fb262****",
    "contactId":"job-5c1fcf17-9653-4cd3-9d46-013fb262****",
    "eventTime":"2022-06-21T06:03:07.852Z",
    "eventType":"Retrieved",
    "instanceId":"ccc-test",
    "retrievedChannelId":"05811ecc-8184-4aac-9058-037ef7ea****",
    "skillGroupId":"skillgroup1@ccc-test"
}

BlindTransfer-Blind transfer

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"0275977****",
    "caller":"1868614****",
    "channelId":"ch-user-8022****-8022****-1656291688819-job-cb384e0f-e252-4cbe-8041-04be2bbf****",
    "contactId":"job-cb384e0f-e252-4cbe-8041-04be2bbf****",
    "destination":"8022****",
    "eventTime":"2022-06-27T01:01:28.868Z",
    "eventType":"BlindTransfer",
    "instanceId":"ccc-test",
    "originator":"8022****",
    "skillGroupId":"skillgroup1@ccc-test"
}

AttendedTransfer-Attended transfer

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1065****",
    "caller":"0101234****",
    "channelId":"ch-user-8000****-8000****-1656397276817-job-26355188395986****",
    "contactId":"job-26355188395986****",
    "destination":"80001015",
    "eventTime":"2022-06-28T06:21:24.700Z",
    "eventType":"AttendedTransfer",
    "instanceId":"ccc-test",
    "originator":"8000****",
    "skillGroupId":"skillgroup1@ccc-test"
}

InitiateConsultant-Initiate consultation

{
    "agentId":"agent@ccc-test",
    "callType":"CONSULTANT",
    "callee":"8000****",
    "caller":"8001****",
    "channelId":"ch-user-8000****-8001****-1656397276817-job-26355188395986****",
    "contactId":"job-26355188395986****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T06:21:16.873Z",
    "eventType":"InitiateConsultant",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

StartConsultant-Start consultation

{
    "agentId":"agent1@ccc-test",
    "callType":"CONSULTANT",
    "callee":"8000****",
    "caller":"8001****",
    "channelId":"ch-user-8000****-8001****-1656397276817-job-26355188395986****",
    "contactId":"job-26355188395986****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T06:21:20.980Z",
    "eventType":"StartConsultant",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup@ccc-test"
}

StopConsultant-End consultation

{
    "agentId":"agent1@ccc-test",
    "callType":"CONSULTANT",
    "callee":"8000****",
    "caller":"8000****",
    "channelId":"ch-user-8000****-8000****-1656397276817-job-26355188395986****",
    "contactId":"job-26355188395986****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T06:21:24.700Z",
    "eventType":"StopConsultant",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

StartConference-Start conference

{
    "agentId":"agent1@ccc-test",
    "callType":"CONFERENCE",
    "channelId":"ch-user-8000****-8001****-1656397696298-job-26355369003136****",
    "contactId":"job-26355369003136****",
    "eventTime":"2022-06-28T06:28:16.368Z",
    "eventType":"StartConference",
    "instanceId":"ccc-test",
    "participants":[
        {
            "agentId":"agent2@ccc-test",
            "callee":"8000****",
            "caller":"8001****",
            "skillGroupId":"skillgroup1@ccc-test"
        },
        {
            "callee":"1065****",
            "caller":"0101111****"
        }
    ],
    "skillGroupId":"skillgroup1@ccc-test"
}

Route2IVR (Enter IVR)

{
    "callType":"INBOUND",
    "callee":"951****",
    "caller":"1858928****",
    "channelId":"5b7bfb46-f187-4751-b2dc-554c4da6****",
    "contactFlowId":"449ac16c-d539-48a8-9f77-47155d50****",
    "contactId":"job-89d3978a-ba90-40f3-b1ce-df3c6cec****",
    "eventTime":"2022-06-20T12:21:50.123Z",
    "eventType":"Route2IVR",
    "flowType":"MAIN_FLOW",
    "instanceId":"ccc-test",
    "messageTime":1655727710123
}

Abandoned

{
    "abandonPhase":"IVR",
    "callType":"INBOUND",
    "callee":"951****",
    "caller":"1318607****",
    "channelId":"293a73a4-cb67-47d1-acf5-ca409326****",
    "contactFlowId":"449ac16c-d539-48a8-9f77-47155d50****",
    "contactFlowType":"MAIN_FLOW",
    "contactId":"job-bc3eccc6-661e-4cda-80ed-dbcea248****",
    "eventTime":"2022-06-20T12:17:11.728Z",
    "eventType":"Abandoned",
    "instanceId":"ccc-test"
}

Enqueue

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"05718866****",
    "caller":"1786820****",
    "channelId":"5fac5b7f-5467-4702-9393-77d926ea****",
    "contactFlowId":"CBX8_2nP****",
    "contactId":"job-b3728041-9f7d-4a4c-8b60-62a51739****",
    "eventTime":"2022-06-28T00:02:09.330Z",
    "eventType":"Enqueue",
    "flowType":"MAIN_FLOW",
    "instanceId":"ccc-test",
    "messageTime":1656374529330,
    "queueType":"Agent"
}

QueueingTimeout-Queuing timeout

{
    "callType":"INBOUND",
    "callee":"05718930****",
    "caller":"1771275****",
    "channelId":"e43a2047-0d09-482a-baf0-fe1cfc40****",
    "contactId":"job-527d73a4-c59a-46ea-999f-c4362f21****",
    "eventTime":"2022-06-28T00:48:29.869Z",
    "eventType":"QueueingTimeout",
    "instanceId":"ccc-test",
    "queueType":"SkillGroup",
    "skillGroupId":"skillgroup1@ccc-test"
}

AssignAgent-Agent assignment

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"05718866****",
    "caller":"1786820****",
    "channelId":"5fac5b7f-5467-4702-9393-77d926ea****",
    "contactId":"job-b3728041-9f7d-4a4c-8b60-62a51739****",
    "eventTime":"2022-06-28T00:02:09.764Z",
    "eventType":"AssignAgent",
    "instanceId":"ccc-test",
    "queueType":"SkillGroup",
    "skillGroupId":"skillgroup1@ccc-test"
}

StartMonitor-Start monitoring

{
 "agentId": "agent1@ccc-test",
 "callType": "OUTBOUND",
 "callee": "1065****",
 "caller": "0101234****",
 "channelId": "ch-user-1065****-8000****-1656400756594-job-26356652585570****",
 "contactId": "job-26356652585570****",
 "counterparty": "agent2@ccc-test",
 "eventTime": "2022-06-28T07:19:24.200Z",
 "eventType": "StartMonitor",
 "instanceId": "ccc-test",
 "skillGroupId": "skillgroup1@ccc-test"
}

StopMonitor-Stop monitoring

{
    "agentId":"agent1@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1065****",
    "caller":"0101234****",
    "channelId":"ch-user-1065****-8000****-1656400756594-job-26356652585570****",
    "contactId":"job-26356652585570****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T07:19:26.300Z",
    "eventType":"StopMonitor",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

StartCoach-Start coaching

{
    "agentId":"agent1@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1065****",
    "caller":"0101234****",
    "channelId":"ch-user-1065****-8000****-1656400735632-job-26356634688894****",
    "contactId":"job-26356634688894****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T07:19:04.840Z",
    "eventType":"StartCoach",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

StopCoach-Stop coaching

{
    "agentId":"agent1@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1065****",
    "caller":"0101234****",
    "channelId":"ch-user-1065****-8000****-1656400735632-job-26356634688894****",
    "contactId":"job-26356634688894****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T07:19:08.020Z",
    "eventType":"StopCoach",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup@ccc-test"
}

Barge-in

{
    "agentId":"agent1@ccc-test",
    "callType":"BARGE",
    "callee":"8000****",
    "caller":"8001****",
    "channelId":"ch-user-8000****-8001****-1656400767426-job-26356652585570****",
    "contactId":"job-26356652585570****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T07:19:28.720Z",
    "eventType":"BargeIn",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

Intercept-Intercept

{
    "agentId":"agent1@ccc-test",
    "callType":"INTERCEPT",
    "callee":"8000****",
    "caller":"1065****",
    "channelId":"ch-user-1065****-8000****-1656400735632-job-26356634688894****",
    "contactId":"job-26356634688894****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T07:18:55.680Z",
    "eventType":"Intercept",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

TextStream-Text stream

{
    "agentId":"agent@ccc-test",
    "beginOffsetMS":623860,
    "beginTime":"2022-06-20T12:03:08Z",
    "callType":"OUTBOUND",
    "callee":"1527155****",
    "caller":"05710000****",
    "channelId":"ch-user-1527155****-8031****-1655725954288-job-26073619978162****",
    "channelName":"ch-user-1527155****-8031****-1655725954288-job-26073619978162****",
    "channelType":"agent",
    "contactId":"job-26073619978162****",
    "customerId":"1527155****",
    "endOffsetMS":624834,
    "eventTime":"2022-06-20T12:03:11Z",
    "eventType":"TextStream",
    "extraInfo":"speechRate=75;emotionIndex=0",
    "finished":true,
    "instanceId":"predictivecall",
    "skillGroupId":"skillgroup1@ccc-test",
    "text":"****",
    "wordInfoList":[
        {
            "beginOffsetMS":623860,
            "endOffsetMS":624347,
            "word":"****"
        },
        {
            "beginOffsetMS":624347,
            "endOffsetMS":624834,
            "word":"****"
        }
    ]
}

MediaStream-Media stream

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1587148****",
    "caller":"951****",
    "channelId":"ch-user-1587148****-8027****-1655726380579-job-26073798783017****",
    "channelName":"ch-user-1587148****-8027****-1655726380579-job-26073798783017****",
    "channelType":"agent",
    "contactId":"job-26073798783017****",
    "customerId":"1587148****",
    "eventTime":"2022-06-20T12:03:12Z",
    "eventType":"MediaStream",
    "extraInfo":"",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "streamingContactId":"job-26073798783017****_EIaiH_1655726398997",
    "streamingSessionEvent":"SessionFinish"
}

Recording Generation (RecordingReady)

{
    "agentIds":"agent@ccc-test",
    "contactId":"job-d55111ba-41c7-4226-90ae-d7be729a****",
    "downloadURL":"https://****.oss-cn-shanghai.aliyuncs.com/ccc-record-mixed/ccc-test/2022/06/job-d55111ba-41c7-4226-90ae-d7be729a****.wav?Expires=1655812992&OSSAccessKeyId=****&Signature=****",
    "duration":178,
    "endTime":"2022-06-20T12:02:53.821Z",
    "eventTime":"2022-06-20T12:03:12.531Z",
    "eventType":"RecordingReady",
    "fileName":"job-d55111ba-41c7-4226-90ae-d7be729a****.wav",
    "instanceId":"ccc-test",
    "startTime":"2022-06-20T11:59:56.743Z"
}

DualTrackRecordingReady-Dual-track recording ready

{
    "agentIds":"agent@ccc-test",
    "contactId":"job-26073827232141****",
    "downloadURL":"https://****.oss-cn-shanghai.aliyuncs.com/ccc-record-mixed/ccc-test/2022/06/job-26073827232141****.mkv?Expires=1655812991&OSSAccessKeyId=****&Signature=****",
    "duration":102,
    "endTime":"2022-06-20T12:02:48.930Z",
    "eventTime":"2022-06-20T12:03:11.638Z",
    "eventType":"DualTrackRecordingReady",
    "fileName":"job-26073827232141****.mkv",
    "instanceId":"ccc-test",
    "startTime":"2022-06-20T12:01:07.916Z"
}

CDRReady - Call Detail Record Generation

{
    "agentIds":"agent1@ccc-test,agent2@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1598388****",
    "caller":"1650111****",
    "contactId":"job-26073887236278****",
    "dispositionCode":"NoAnswer",
    "endTime":"2022-06-20T12:03:11.968Z",
    "eventTime":"2022-06-20T12:03:12.243Z",
    "eventType":"CDRReady",
    "instanceId":"ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test",
    "startTime":"2022-06-20T12:03:11.478Z"
}

IvrTracking-IVR tracking

{
    "callee":"951****",
    "caller":"1358879****",
    "channelId":"9c14d153-8ce1-4c93-bbcf-905d8885****",
    "contactId":"job-a80142d2-f3a4-4950-ad37-f30aa4c0****",
    "eventTime":"2022-06-20T12:07:35.132Z",
    "eventType":"IvrTracking",
    "flowId":"449ac16c-d539-48a8-9f77-47155d50****",
    "flowType":"MAIN_FLOW",
    "instanceId":"ccc-test",
    "nextNodeId":"10",
    "nodeAction":"LEAVE",
    "nodeExitCode":"Success",
    "nodeId":"7",
    "nodeName":"Welcome Message",
    "nodeProperties":{
        "play":"75029307E1438FF192F06C170E87****.wav",
        "audioResourceId":"925c9600-9733-47c1-8edd-80757a41****.wav"
    },
    "nodeType":"PLAY_OR_SAY",
    "nodeVariables":{

    }
}

Previous：Event message definitionsNext：Event changes (Version 2.x)