Viewing engagement events


Zoom Contact Center agents, supervisor, and admins can view engagement events to see a detailed list of events that occurred during a specific engagement. For example, you can see when the engagement started, what flow widgets were used to route the consumer, and when the consumer ended the call.  

This article covers:

Prerequisites for viewing engagement events

Note: All contact center users can view engagement events using the Zoom desktop client. Only admins and those with the relevant privilege can access engagement events using the web portal.

Engagement events

Engagement events include the following:

Flow and queue events

Agent and supervisor events

Consumer events

General events

How to view engagement events using the Zoom desktop client

  1. Sign in to the Zoom desktop client.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click Engagements.
  4. Locate an engagement using the Active or Closed tab. You can also copy and paste the engagement ID in the search bar.
  5. Click an engagement's table row to view more engagement details.
  6. In the right-side panel, click the Engagement tab.
  7. Click View Events.

How to view engagement events using the engagement log

Note: Only admins and those with the relevant privilege can access engagement events using the web portal.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Logs.
  3. Click any of the tabs.
  4. Locate an engagement to view events for. You can also copy and paste the engagement ID in the search bar.
  5. Click the engagement ID to view the associated events.

Learn more about the engagement log.

How to view engagement events using the real-time analytics dashboard

Note: Only admins and those with the relevant privilege can access engagement events using the web portal.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Analytics & Reports.
  3. Click Real-time Analytics.
  4. Click the Voice tab.
  5. In the Inbound Monitor widget, click Live inbound voice calls.
  6. Locate an engagement to view events for, then click View Events.

Learn more about the real-time analytics dashboard.

Engagement events annotation of the logs in engagement log open API


 
Event CategoryEvent NameEvent ExampleDescription
Flow events
 Start{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Start",
 "direction": "inbound",
 "flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "flow_name": "Demo"
}		The “Start” event serves as the entry point to a flow and start time of an engagement. 
 Route to{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Route To",
 "direction": "inbound",
 "flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "flow_name": "Demo",
 "queue_name": "Sales",
 "inbox_name": "example",
 "skills": [
   {
     "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",
     "skill_category_name": "Languages",
     "skill_id": "saaHWgVMGQU69soco456oNA",
     "skill_name": "French",
     "skill_proficiency_level": 3
   }
 ]
}		The “Route to” event indicates the engagement was routed to a certain endpoint and its routing destination, options available are:
- Another flow
- Queue
- Inbox
- Agent
- Outgoing call
- Disconnect the call
 Collect Input{
 "start_time": "2021-12-03T13:07:46Z",
 "duration": 3600,
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Collect Input",
 "direction": "inbound",
 "flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "flow_name": "Demo",
 "skills": [
   {
     "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",
     "skill_category_name": "Languages",
     "skill_id": "saaHWgVMGQU69soco456oNA",
     "skill_name": "French",
     "skill_proficiency_level": 3
   }
 ]
}

The “Collect Input” event indicates the system was collecting inputs from consumers via:
- IVR menu 
- Digits input in their phones

First event is to record the start of the widget, the second event marks the end of the consumer IVR selection.

 Send Media{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Send Media",
 "direction": "inbound",
 "flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "flow_name": "Demo",
 "inbox_name": "example"
}

The “Send Media” event indicates the system played custom audio to customers.

 Condition{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Condition",
 "direction": "inbound",
 "flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "flow_name": "Demo",
 "skills": [
   {
     "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",
     "skill_category_name": "Languages",
     "skill_id": "saaHWgVMGQU69soco456oNA",
     "skill_name": "French",
     "skill_proficiency_level": 3
   }
 ]
}

The “Condition” event indicates the routing engine triggered a condition match process. (Regardless matched or not)

 Set Variable{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Set Variables",
 "direction": "inbound",
 "flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "flow_name": "Demo"
}

The “Set Variable” event indicates that the Flow assigned a value to one or more variables using the Set Variable widget.

 HTTP Call{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Http Call",
 "direction": "inbound",
 "flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "flow_name": "Demo"
}

The “HTTP Call” event indicates the flow requested information from an external data source using HTTP.

You can use standard HTTP call request types (GET, POST, PUT, DELETE) and pass query parameters as part of HTTP call requests.

 Variable{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Variable",
 "direction": "inbound",
 "flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "flow_name": "Demo"
}

The “Variable” event indicates the flow performed specific actions predefined in a script.

 Phone Virtual SurveyWe don't expose it through OpenAPI. 

A virtual flow widget, which is not directly selectable in the flow's configuration.

Call events
 Agent Hangup{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Hangup",
 "direction": "inbound",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly"
}		The “Agent Hangup” event indicates the agent is disconnected from the call.
 Consumer Hangup{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Consumer Hangup",
 "direction": "inbound",
 "consumer_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "consumer_display_name": "+122238977621"
}		The “Consumer Hangup” event indicates the consumer is disconnected from the call.
 Agent Bridged {
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Bridged",
 "direction": "inbound",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly"
}		The “Agent Bridged” event indicates a successful network connection with an agent.
In the case of transfer, it means that the transferee is connected to the call. 
Action events
 Agent Outbound {
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Outbound",
 "direction": "outbound"
}		The “Agent Outbound” event indicates the agent initiated an outbound engagement.
 Agent Hold {
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Hold",
 "direction": "inbound"
}

The “Agent Hold” event indicates the call is on hold by:
- Agent manually placed the call on hold; consumer is put on hold 
- Automatically placed the call on hold while completing the warm transfer/conference.

The receiving party will hear music while they're on hold.

 Agent Resume{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Resume",
 "direction": "inbound"
}		The “Agent Resume” event indicates the call resumed because:
- Agent manually terminated the hold on the call.
- Agent completed the warm transfer/conference.
 Agent Mute {
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Mute",
 "direction": "inbound"
}		The “Agent Mute” event indicates the agent muted his mic.
 Agent Unmute{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Unmute",
 "direction": "inbound"
}		The “Agent Unmute” event indicates the agent unmuted his mic.
Router events
 Agent Ringing{
 "start_time": "2021-12-03T13:07:46Z",
 "duration": 3600,
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Ringing",
 "direction": "inbound",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly",
 "skills": [
   {
     "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",
     "skill_category_name": "Languages",
     "skill_id": "saaHWgVMGQU69soco456oNA",
     "skill_name": "French",
     "skill_proficiency_level": 3
   }
 ]
}		The “Agent Ringing” event indicates the call was offered to the agent and started ringing.
 Agent Accept{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Accept",
 "direction": "inbound",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly",
 "accept_type": "Auto",
 "skills": [
   {
     "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",
     "skill_category_name": "Languages",
     "skill_id": "saaHWgVMGQU69soco456oNA",
     "skill_name": "French",
     "skill_proficiency_level": 3
   }
 ]
}		The “Agent Accept” event indicates the call was successfully answered by the agent.
 Agent Miss{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Miss",
 "direction": "inbound",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly"
}		The “Agent Miss” event indicates the call was missed by the agent. (Reject case is excluded)
 Agent Accept Failed{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Accept Failed",
 "direction": "inbound",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly"
}		The “Agent Accept Failed” event indicates the agent accepted the call, but the connection with the consumer failed due to certain issues (like network failure).
 Overflow{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Overflowed",
 "direction": "inbound"
}		The “Overflow” event indicates the Max Wait Time or Max Engagements in Queue was exceeded, and the call was routed based on the overflow routing option set.
BMW
 Barge{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Barge",
 "direction": "inbound",
 "supervisor_id": "kRQpbWO5TV6E7wxEYOKFWw",
 "supervisor_display_name": "Jilly",
}		The “Barge” event indicates an admin or supervisor joined the call and spoke to all parties, which changed the engagement to a 3-way call.
 Takeover{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Takeover",
 "direction": "inbound",
 "supervisor_id": "kRQpbWO5TV6E7wxEYOKFWw",
 "supervisor_display_name": "Jilly",
}

The “Takeover” event indicates an admin or supervisor took over the engagement from the agent while monitoring the engagement.

The agent will automatically leave the call, and the admin or supervisor will be the assigned agent.

 Whisper{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Whisper",
 "direction": "inbound",
 "supervisor_id": "kRQpbWO5TV6E7wxEYOKFWw",
 "supervisor_display_name": "Jilly",
}		The “Whisper” event indicates an admin or supervisor spoke to the agent without the consumer being aware.
 Monitor{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Monitor",
 "direction": "inbound",
 "supervisor_id": "kRQpbWO5TV6E7wxEYOKFWw",
 "supervisor_display_name": "Jilly",
}		The “Monitor” event indicates an admin or supervisor listened to the voice engagement without the consumer being aware.
Transfer
 Transfer To Flow{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Transfer To Flow",
 "direction": "inbound",
 "queue_id": "d95avl1eRJ-H162PZUJ-qg",
 "queue_name": "Sales",      // from queue
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly",    // from agent
 "transfer_to_flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "transfer_to_flow_name": "Demo",
 "transfer_type": "cold"
}		The “Transfer To Flow” event indicates the agent transferred the call to a flow.
 Transfer To Queue{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Transfer To Agent",
 "direction": "inbound",
 "queue_id": "d95avl1eRJ-H162PZUJ-qg",
 "queue_name": "Sales",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly",
 "transfer_to_queue_id": "d95avl1eRJ-H162PZUJ-qg",
 "transfer_to_queue_name": "Sales",
 "transfer_to_user_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "transfer_to_user_display_name": "Jilly",
 "transfer_type": "cold",  // cold or warm,
 "skills": [
   {
     "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",
     "skill_category_name": "Languages",
     "skill_id": "saaHWgVMGQU69soco456oNA",
     "skill_name": "French",
     "skill_proficiency_level": 3
   }]
}

The “Transfer To Queue” event indicates the agent transferred the call to a queue.

Available transfer methods are:
- Direct transfer
- Warm transfer

 Transfer To Agent{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Transfer To Agent",
 "direction": "inbound",
 "queue_id": "d95avl1eRJ-H162PZUJ-qg",
 "queue_name": "Sales queue",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly",
 "transfer_to_queue_id": "d95avl1eRJ-H162PZUJ-qg",
 "transfer_to_queue_name": "Sales",
 "transfer_to_user_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "transfer_to_user_display_name": "Jilly",
 "transfer_type": "cold"  // cold or warm
}

The “Transfer To Agent” event indicates the agent transferred the call to another agent.

Available transfer methods are:
- Direct transfer
- Warm transfer

 Transfer To Did{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Transfer To Did",
 "direction": "inbound",
 "queue_id": "d95avl1eRJ-H162PZUJ-qg",
 "queue_name": "Sales",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly",
 "transfer_to_number": "+12059300920",
 "transfer_type": "cold",
}		The “Transfer To Did” event indicates the agent transferred the call to a number. This also includes transfer to ZP.
 Transfer To Voicemail{
 "start_time": "2021-12-03T13:07:46Z",
 "duration": 3600,
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Transfer To Voicemail",
 "direction": "inbound",
 "flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "flow_name": "Demo",
 "queue_id": "d95avl1eRJ-H162PZUJ-qg",
 "queue_name": "Sales",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly",
 "transfer_to_queue_id": "d95avl1eRJ-H162PZUJ-qg",
 "transfer_to_queue_name": "Sales",
 "transfer_to_user_id": "zwKiV80hQ7CwRg9BEm0Bvw",
 "transfer_to_user_display_name": "Jilly",
 "transfer_type": "cold",
 "inbox_id": "W_VATTk_Q5aW6z5rZtBxAQ",
 "inbox_name": "example",
}		The “Transfer To Voicemail” event indicates the agent transferred the call to a Voicemail.
Callback
 Agent Callback Dialing Consumer{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent Callback Dialing Consumer",
 "direction": "inbound"
}		The “Agent Callback Dialing Consumer” event indicates the agent has received the callback request and started dialing back the consumer.
 Consumer Bridged{
"start_time": "2021-12-03T13:07:46Z",
"duration": 27,
"direction": "inbound",
"channel_type": "voice",
"channel": "voice",
"event_type": "Consumer Bridged",
"consumer_display_name": "+16505551234"
    }		The “Consumer Bridged” event indicates a successful connection with the consumer. This event will appear in Outbound calls, and scenarios such as warm conference, where the agent brings the consumer into a conference call.
 Consumer Callback Offered{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Consumer Callback Offered",
 "direction": "inbound"
}		The “Consumer Callback Offered” event indicates the system notified the consumer of the callback options.  This event will be logged regardless of whether the consumer accepts the callback offer, or continues to wait in the queue.
 Consumer Callback Canceled{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Consumer Callback Cancelled",
 "direction": "inbound"
}		The “Consumer Callback Canceled” event indicates the consumer canceled the callback and waited in the queue.
 Consumer Callback Accepted{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Consumer Callback Accepted",
 "direction": "inbound"
}		The “Consumer Callback Accepted” event indicates the consumer accepted the callback and placed the request.
 Consumer Callback Expired{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Consumer Callback Expired",
 "direction": "inbound"
}		The “Consumer Callback Expired” event indicates the callback request expired before it could be made.
Upgrade
 Upgrade to Video Call{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Upgrade to Video Call",
 "direction": "inbound",
 "upgraded_to_channel_type": "video"
}		The “Upgrade to Video Call” event indicates the agent upgraded the voice engagement to a video engagement. (Regardless of whether the customer joined the video engagement or not)
Conference
 Agent added invitee to call{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent added invitee to call",
 "direction": "inbound",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly",
 "conference_type":"cold",
 "invitee":"Agent01",
 "invitee_type":"Agent"  // Agent or Queue or PSTN Number
}

The “Agent added invitee to call” event indicates the agent initiated an invitation to other participants.

Note: There can be 10 participants in a voice conference.

 Invitee joined the conference call{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Invitee joined the conference call",
 "direction": "inbound",
 "invitee": "Agent01",
 "invitee_type": "Agent"
}

The “Invitee joined the conference call” event indicates the invitee accepted and completed (merged) the invite.

 

 Agent canceled invitee to call{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Agent canceled invitee to call",
 "direction": "inbound",
 "invitee": "Agent01",
 "invitee_type": "Agent"
}		The “Agent canceled invitee to call” event indicates the agent canceled the invite.
 Invitee accepted{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Invitee accepted",
 "direction": "inbound",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly",
 "accept_type": "manual"
}		The “Invitee accepted” event indicates the invitee accepted the conference invite. The invitee could be an agent or another consumer.
 Invitee declined{
 "start_time": "2021-12-03T13:07:46Z",
 "channel": "voice",
 "channel_source": "phone",
 "event_type": "Invitee declined",
 "direction": "inbound",
 "user_id": "ukAAkZKfROKMSw1bj_RDFQ",
 "user_display_name": "Jilly",
 "accept_type": "manual"
}		The “Invitee declined” event indicates the invitee rejected the conference invite.

Engagement events annotation of the logs in the new engagement events open api (Voice channel)


 
Event CategoryEvent NameEvent Content SchemaEvent Example in APIDescription
Flow events
 Start

{

"flow_id": {

"type": "string",

"example": "zwKiV80hQ7CwRg9BEm0Bvw",

"description": "The flow's ID."

},

"flow_name": {

"type": "string",

"example": "Demo",

"description": "The flow's name."

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Start",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",

"flow_name": "Demo"

                   }"

}

The “Start” event serves as the entry point to a flow and start time of an engagement. 
 Route to

{

"flow_id": {

"type": "string",

"description": "The flow's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"flow_name": {

"type": "string",

"description": "The flow's name.",

"example": "Demo"

},

"cc_queue_id": {

"type": "string",

"description": "The Contact Center queue's ID.",

"example": "d95avl1eRJ-H162PZUJ-qg"

},

"queue_name": {

"type": "string",

"description": "The queue's name.",

"example": "Sales"

},

"inbox_id": {

"type": "string",

"description": "The inbox's ID.",

"example": "W_VATTk_Q5aW6z5rZtBxAQ"

},

"inbox_name": {

"type": "string",

"description": "The inbox's name.",

"example": "example"

},

"skills": {

"type": "array",

"description": "Information about the skills.",

"items": {

"type": "object",

"properties": {

"skill_category_id": {

"type": "string",

"description": "The skill category's ID.",

"example": "Mu_IEZZHQZGMY9avK74kwA"

},

"skill_category_name": {

"type": "string",

"description": "The skill category's name.",

"example": "Languages"

},

"skill_id": {

"type": "string",

"description": "The skill's ID.",

"example": "saaHWgVMGQU69soco456oNA"

},

"skill_name": {

"type": "string",

"description": "The skill's name.",

"example": "French"

},

"skill_proficiency_level": {

"type": "integer",

"description": "The skill's proficiency level. Only proficiency-based skill will have proficiency level.",

"format": "int32",

"example": 3

}

},

"description": "Information about the skill."

}

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Route To",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",

      "flow_name": "Demo",

      "cc_queue_id": "d95avl1eRJ-H162PZUJ-qg",

      "queue_name": "Sales",

      "inbox_id": "W_VATTk_Q5aW6z5rZtBxAQ",

      "inbox_name": "example",

      "skills": [

          {

          "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",

          "skill_category_name": "Languages",

          "skill_id": "saaHWgVMGQU69soco456oNA",

          "skill_name": "French",

          "skill_proficiency_level": 3

          }

                 ]

                   }"

}

The “Route to” event indicates that the engagement was routed to a certain endpoint and its routing destination. The available options are:
- Another flow
- Queue
- Inbox
- Agent
- Outgoing call
- Disconnect the call
 Collect Input

{

"flow_id": {

"type": "string",

"description": "The flow's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"flow_name": {

"type": "string",

"description": "The flow's name.",

"example": "Demo"

},

"skills": {

"type": "array",

"description": "Information about the skills.",

"items": {

"type": "object",

"properties": {

"skill_category_id": {

"type": "string",

"description": "The skill category's ID.",

"example": "Mu_IEZZHQZGMY9avK74kwA"

},

"skill_category_name": {

"type": "string",

"description": "The skill category's name.",

"example": "Languages"

},

"skill_id": {

"type": "string",

"description": "The skill's ID.",

"example": "saaHWgVMGQU69soco456oNA"

},

"skill_name": {

"type": "string",

"description": "The skill's name.",

"example": "French"

},

"skill_proficiency_level": {

"type": "integer",

"description": "The skill's proficiency level. Only proficiency-based skill will have proficiency level.",

"format": "int32",

"example": 3

}

},

"description": "Information about the skill."

}

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Collect Input",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",

      "flow_name": "Demo",

      "skills": [

          {

          "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",

          "skill_category_name": "Languages",

          "skill_id": "saaHWgVMGQU69soco456oNA",

          "skill_name": "French",

          "skill_proficiency_level": 3

          }

                 ]

                   }"

}

The “Collect Input” event indicates that the system was collecting inputs from consumers via:
- IVR menu
- Digits input in their phones

First event is to record the start of the widget, the second event marks the end of the consumer IVR selection.

 Send Media

{

"flow_id": {

"type": "string",

"description": "The flow's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"flow_name": {

"type": "string",

"description": "The flow's name.",

"example": "Demo"

},

"inbox_id": {

"type": "string",

"description": "The inbox's ID.",

"example": "W_VATTk_Q5aW6z5rZtBxAQ"

},

"inbox_name": {

"type": "string",

"description": "The inbox's name.",

"example": "example"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Send Media",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",

      "flow_name": "Demo",

      "inbox_id": "W_VATTk_Q5aW6z5rZtBxAQ",

      "inbox_name": "example"

                   }"

}

The “Send Media” event indicates that the system played custom audio to customers.
 Condition

{

"flow_id": {

"type": "string",

"description": "The flow's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"flow_name": {

"type": "string",

"description": "The flow's name.",

"example": "Demo"

},

"skills": {

"type": "array",

"description": "Information about the skills.",

"items": {

"type": "object",

"properties": {

"skill_category_id": {

"type": "string",

"description": "The skill category's ID.",

"example": "Mu_IEZZHQZGMY9avK74kwA"

},

"skill_category_name": {

"type": "string",

"description": "The skill category's name.",

"example": "Languages"

},

"skill_id": {

"type": "string",

"description": "The skill's ID.",

"example": "saaHWgVMGQU69soco456oNA"

},

"skill_name": {

"type": "string",

"description": "The skill's name.",

"example": "French"

},

"skill_proficiency_level": {

"type": "integer",

"description": "The skill's proficiency level. Only proficiency-based skill will have proficiency level.",

"format": "int32",

"example": 3

}

},

"description": "Information about the skill."

}

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Condition",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",

      "flow_name": "Demo",

      "skills": [

          {

          "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",

          "skill_category_name": "Languages",

          "skill_id": "saaHWgVMGQU69soco456oNA",

          "skill_name": "French",

          "skill_proficiency_level": 3

          }

                 ]

                   }"

 

}

The “Condition” event indicates that the routing engine triggered a condition match process. (Regardless matched or not) 
 Set Variable

{

"flow_id": {

"type": "string",

"description": "The flow's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"flow_name": {

"type": "string",

"description": "The flow's name.",

"example": "Demo"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Set Variables",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",

      "flow_name": "Demo"

                   }"

}

The “Set Variable” event indicates that the Flow assigned a value to one or more variables using the Set Variable widget.
 HTTP Call

{

"flow_id": {

"type": "string",

"description": "The flow's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"flow_name": {

"type": "string",

"description": "The flow's name.",

"example": "Demo"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Http Call",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",

      "flow_name": "Demo"

                   }"

}

The “HTTP Call” event indicates that the flow requested information from an external data source using HTTP.

You can use standard HTTP call request types (GET, POST, PUT, DELETE) and pass query parameters as part of HTTP call requests.

 Variable

{

"flow_id": {

"type": "string",

"description": "The flow's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"flow_name": {

"type": "string",

"description": "The flow's name.",

"example": "Demo"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Variable",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",

      "flow_name": "Demo"

                   }"

}

The “Variable” event indicates that the flow performed specific actions predefined in a script.
 Phone Virtual Survey 

We don't expose it through OpenAPI. 

A virtual flow widget, which is not directly selectable in the flow's configuration.
Call events
 Agent Hangup

{

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Hangup",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"user_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "user_display_name": "Jilly"

                   }"

}

The “Agent Hangup” event indicates that the agent is disconnected from the call.
 Consumer Hangup

{

"consumer_id": {

"type": "string",

"description": "The consumer's ID.",

"example": "zeYjXoDOS_eV1QmTpj63PQ"

},

"consumer_display_name": {

"type": "string",

"description": "The customer's name.",

"example": "Jill"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Consumer Hangup",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"consumer_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "consumer_display_name": "+122238977621"

                   }"

}

The “Consumer Hangup” event indicates that the consumer is disconnected from the call.
 Agent Bridged 

{

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Bridged",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"user_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "user_display_name": "Jilly"

                   }"

}

The “Agent Bridged” event indicates a successful network connection with an agent.

In the case of transfer, it means that the transferee is connected to the call.

Action events
 Agent Outbound  

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Outbound",

 "channel": "voice",

 "channel_source": ""

}

The “Agent Outbound” event indicates that the agent initiated an outbound engagement.
 Agent Hold  

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Hold",

 "channel": "voice",

 "channel_source": ""

}

The “Agent Hold” event indicates that the call is on hold because:

  • Agent manually placed the call on hold; consumer is put on hold.
  • Automatically placed the call on hold while completing the warm transfer/conference.
 Agent Resume 

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Resume"

 "channel": "voice",

 "channel_source": ""

}

The “Agent Resume” event indicates that the call resumed for one of the following reasons:

  • Agent manually terminated the hold on the call.
  • Agent completed the warm transfer/conference.
 Agent Mute  

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Mute"

 "channel": "voice",

 "channel_source": ""

}

The “Agent Mute” event indicates that the agent muted his mic.
 Agent Unmute 

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Unmute"

 "channel": "voice",

 "channel_source": ""

}

The “Agent Unmute” event indicates that the agent unmuted his mic.
Router events
 Agent Ringing

{

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

},

"skills": {

"type": "array",

"description": "Information about the skills.",

"items": {

"type": "object",

"properties": {

"skill_category_id": {

"type": "string",

"description": "The skill category's ID.",

"example": "Mu_IEZZHQZGMY9avK74kwA"

},

"skill_category_name": {

"type": "string",

"description": "The skill category's name.",

"example": "Languages"

},

"skill_id": {

"type": "string",

"description": "The skill's ID.",

"example": "saaHWgVMGQU69soco456oNA"

},

"skill_name": {

"type": "string",

"description": "The skill's name.",

"example": "French"

},

"skill_proficiency_level": {

"type": "integer",

"description": "The skill's proficiency level. Only proficiency-based skill will have proficiency level.",

"format": "int32",

"example": 3

}

},

"description": "Information about the skill."

}

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Ringing",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"user_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "user_display_name": "Jilly",

      "skills": [

          {

          "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",

          "skill_category_name": "Languages",

          "skill_id": "saaHWgVMGQU69soco456oNA",

          "skill_name": "French",

          "skill_proficiency_level": 3

          }

                 ]

                  }"

}

The “Agent Ringing” event indicates that the call was offered to the agent and started ringing him.
 Agent Accept

{

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

},

"accept_type": {

"type": "string",

"description": "The router's accept type. `manual` | `auto`.",

"example": "manual",

"enum": ["manual", "auto"]

},

"skills": {

"type": "array",

"description": "Information about the skills.",

"items": {

"type": "object",

"properties": {

"skill_category_id": {

"type": "string",

"description": "The skill category's ID.",

"example": "Mu_IEZZHQZGMY9avK74kwA"

},

"skill_category_name": {

"type": "string",

"description": "The skill category's name.",

"example": "Languages"

},

"skill_id": {

"type": "string",

"description": "The skill's ID.",

"example": "saaHWgVMGQU69soco456oNA"

},

"skill_name": {

"type": "string",

"description": "The skill's name.",

"example": "French"

},

"skill_proficiency_level": {

"type": "integer",

"description": "The skill's proficiency level. Only proficiency-based skill will have proficiency level.",

"format": "int32",

"example": 3

}

},

"description": "Information about the skill."

}

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Accept",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"user_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "user_display_name": "Jilly",

      "accept_type": "Auto",

      "skills": [

          {

          "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",

          "skill_category_name": "Languages",

          "skill_id": "saaHWgVMGQU69soco456oNA",

          "skill_name": "French",

          "skill_proficiency_level": 3

          }

                 ]

                  }"

}

 

The “Agent Accept” event indicates that the call was successfully answered by the agent.
 Agent Miss

{

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Miss",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"user_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "user_display_name": "Jilly"

                   }"

}

The “Agent Miss” event indicates that the call was missed by the agent. (Reject case is excluded)
 Agent Accept Failed

{

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Accept Failed",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"user_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "user_display_name": "Jilly"

                   }"

}

The “Agent Accept Failed” event indicates that the agent accepted the call, but the connection with the consumer failed due to certain issues (like network failure).
 Overflow 

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Overflowed",

 "channel": "voice",

 "channel_source": ""

}

The “Overflow” event indicates that the Max Wait Time or Max Engagements in Queue was exceeded, and the call was routed based on the overflow routing option set.
BMW
 Barge

{

"supervisor_id": {

"type": "string",

"description": "The supervisor's ID.",

"example": "kRQpbWO5TV6E7wxEYOKFWw"

},

"supervisor_display_name": {

"type": "string",

"description": "The supervisor's name.",

"example": "Jilly"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Barge",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"supervisor_id": "kRQpbWO5TV6E7wxEYOKFWw",

      "supervisor_display_name": "Jilly"

                   }"

}

The “Barge” event indicates that an admin or supervisor joined the call and spoke to all parties, which changed the engagement to a 3-way call.
 Takeover

{

"supervisor_id": {

"type": "string",

"description": "The supervisor's ID.",

"example": "kRQpbWO5TV6E7wxEYOKFWw"

},

"supervisor_display_name": {

"type": "string",

"description": "The supervisor's name.",

"example": "Jilly"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Takeover",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"supervisor_id": "kRQpbWO5TV6E7wxEYOKFWw",

      "supervisor_display_name": "Jilly"

                   }"

}

The “Takeover” event indicates that an admin or supervisor took over the engagement from the agent while monitoring the engagement.

The agent will automatically leave the call, and the admin or supervisor will be the assigned agent.
 Whisper

{

"supervisor_id": {

"type": "string",

"description": "The supervisor's ID.",

"example": "kRQpbWO5TV6E7wxEYOKFWw"

},

"supervisor_display_name": {

"type": "string",

"description": "The supervisor's name.",

"example": "Jilly"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Whisper",

 "channel": "voice",

 "channel_source": "",

    "event_content": "{

"supervisor_id": "kRQpbWO5TV6E7wxEYOKFWw",

      "supervisor_display_name": "Jilly"

                   }"

}

The “Whisper” event indicates that an admin or supervisor spoke to the agent without the consumer being aware.
 Monitor

{

"supervisor_id": {

"type": "string",

"description": "The supervisor's ID.",

"example": "kRQpbWO5TV6E7wxEYOKFWw"

},

"supervisor_display_name": {

"type": "string",

"description": "The supervisor's name.",

"example": "Jilly"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Monitor",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"supervisor_id": "kRQpbWO5TV6E7wxEYOKFWw",

      "supervisor_display_name": "Jilly"

                   }"

}

The “Monitor” event indicates that an admin or supervisor listened to the voice engagement without the consumer being aware.
Transfer
 Transfer To Flow

{

"cc_queue_id": {

"type": "string",

"description": "The Contact Center queue's ID.",

"example": "d95avl1eRJ-H162PZUJ-qg"

},

"queue_name": {

"type": "string",

"description": "The queue's name.",

"example": "agentQueue"

},

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

},

"transfer_to_flow_id": {

"type": "string",

"description": "The target flow's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"transfer_to_flow_name": {

"type": "string",

"description": "The target flow's name.",

"example": "Demo"

},

"transfer_type": {

"type": "string",

"description": "The transfer's type.",

"example": "cold",

"enum": ["cold", "warm"]

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Transfer To Flow",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"cc_queue_id": "d95avl1eRJ-H162PZUJ-qg",

      "queue_name": "Sales",      // from queue

      "user_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "user_display_name": "Jilly",    // from agent

      "transfer_to_flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",

      "transfer_to_flow_name": "Demo",

      "transfer_type": "cold"

 

                   }"

 }

The “Transfer To Flow” event indicates that the agent transferred the call to a flow.
 Transfer To Queue

{

"cc_queue_id": {

"type": "string",

"description": "The Contact Center queue's ID.",

"example": "d95avl1eRJ-H162PZUJ-qg"

},

"queue_name": {

"type": "string",

"description": "The queue's name.",

"example": "agentQueue"

},

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

},

"transfer_to_cc_queue_id": {

"type": "string",

"description": "The target queue's ID.",

"example": "d95avl1eRJ-H162PZUJ-qg"

},

"transfer_to_queue_name": {

"type": "string",

"description": "The target flow's ID.",

"example": "Sales"

},

"transfer_to_user_id": {

"type": "string",

"description": "The target agent's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"transfer_to_user_display_name": {

"type": "string",

"description": "The target agent's name.",

"example": "Jilly"

},

"transfer_type": {

"type": "string",

"description": "The transfer's type.",

"example": "cold",

"enum": ["cold", "warm"]

},

"skills": {

"type": "array",

"description": "Information about the skills.",

"items": {

"type": "object",

"properties": {

"skill_category_id": {

"type": "string",

"description": "The skill category's ID.",

"example": "Mu_IEZZHQZGMY9avK74kwA"

},

"skill_category_name": {

"type": "string",

"description": "The skill category's name.",

"example": "Languages"

},

"skill_id": {

"type": "string",

"description": "The skill's ID.",

"example": "saaHWgVMGQU69soco456oNA"

},

"skill_name": {

"type": "string",

"description": "The skill's name.",

"example": "French"

},

"skill_proficiency_level": {

"type": "integer",

"description": "The skill's proficiency level. Only proficiency-based skill will have proficiency level.",

"format": "int32",

"example": 3

}

},

"description": "Information about the skill."

}

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_type": "Transfer To Queue",

 "channel": "voice",

 "channel_source": "",

    "event_content": "{

"cc_queue_id": "d95avl1eRJ-H162PZUJ-qg",

   "queue_name": "Sales",

   "user_id": "ukAAkZKfROKMSw1bj_RDFQ",

   "user_display_name": "Jilly",

   "transfer_to_queue_id": "d95avl1eRJ-H162PZUJ-qg",

   "transfer_to_queue_name": "Sales",

   "transfer_to_user_id": "zwKiV80hQ7CwRg9BEm0Bvw",

   "transfer_to_user_display_name": "Jilly",

   "transfer_type": "cold",  // cold or warm,

   "skills": [

     {

     "skill_category_id": "Mu_IEZZHQZGMY9avK74kwA",

     "skill_category_name": "Languages",

     "skill_id": "saaHWgVMGQU69soco456oNA",

     "skill_name": "French",

     "skill_proficiency_level": 3

     }]

 

                   }"

}

The “Transfer To Queue” event indicates that the agent transferred the call to a queue.

Available transfer methods are:

  • Direct transfer
  • Warm transfer
 Transfer To Agent

{

"cc_queue_id": {

"type": "string",

"description": "The Contact Center queue's ID.",

"example": "d95avl1eRJ-H162PZUJ-qg"

},

"queue_name": {

"type": "string",

"description": "The queue's name.",

"example": "agentQueue"

},

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

},

"transfer_to_cc_queue_id": {

"type": "string",

"description": "The target queue's ID.",

"example": "d95avl1eRJ-H162PZUJ-qg"

},

"transfer_to_queue_name": {

"type": "string",

"description": "The target flow's ID.",

"example": "Sales"

},

"transfer_to_user_id": {

"type": "string",

"description": "The target agent's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"transfer_to_user_display_name": {

"type": "string",

"description": "The target agent's name.",

"example": "Jilly"

},

"transfer_type": {

"type": "string",

"description": "The transfer's type.",

"example": "cold",

"enum": ["cold", "warm"]

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Transfer To Agent",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"cc_queue_id": "d95avl1eRJ-H162PZUJ-qg",

   "queue_name": "Sales",

   "user_id": "ukAAkZKfROKMSw1bj_RDFQ",

   "user_display_name": "Jilly",

   "transfer_to_queue_id": "d95avl1eRJ-H162PZUJ-qg",

   "transfer_to_queue_name": "Sales",

   "transfer_to_user_id": "zwKiV80hQ7CwRg9BEm0Bvw",

   "transfer_to_user_display_name": "Jilly",

   "transfer_type": "cold"  // cold or warm,

                   }"

}

The “Transfer To Agent” event indicates that the agent transferred the call to another agent.

Available transfer methods are:

  • Direct transfer
  • Warm transfer
 Transfer To Did

{

"cc_queue_id": {

"type": "string",

"description": "The Contact Center queue's ID.",

"example": "d95avl1eRJ-H162PZUJ-qg"

},

"queue_name": {

"type": "string",

"description": "The queue's name.",

"example": "agentQueue"

},

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name"

: {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

},

"transfer_to_number": {

"type": "string",

"description": "The transfer's number.",

"example": "+12059300920"

},

"transfer_type": {

"type": "string",

"description": "The transfer's type.",

"example": "cold",

"enum": ["cold", "warm"]

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Transfer To Did",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"cc_queue_id": "d95avl1eRJ-H162PZUJ-qg",

   "queue_name": "Sales",

   "user_id": "ukAAkZKfROKMSw1bj_RDFQ",

   "user_display_name": "Jilly",

   "transfer_to_number": "+12059300920",

   "transfer_type": "cold"  // cold or warm,

                   }"

}

The “Transfer To Did” event indicates that the agent transferred the call to a number. This also includes transfer to ZP. 
 Transfer To Voicemail

{

"flow_id": {

"type": "string",

"description": "The flow's ID.",

"example": "zeYjXoDOS_eV1QmTpj63PQ"

},

"flow_name": {

"type": "string",

"description": "The flow's name.",

"example": "Demo"

},

"cc_queue_id": {

"type": "string",

"description": "The Contact Center queue's ID.",

"example": "d95avl1eRJ-H162PZUJ-qg"

},

"queue_name": {

"type": "string",

"description": "The queue's name.",

"example": "agentQueue"

},

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": 

"ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

},

"transfer_to_cc_queue_id": {

"type": "string",

"description": "The target queue's ID.",

"example": "d95avl1eRJ-H162PZUJ-qg"

},

"transfer_to_queue_name": {

"type": "string",

"description": "The target flow's ID.",

"example": "Sales"

},

"transfer_to_user_id": {

"type": "string",

"description": "The target agent's ID.",

"example": "zwKiV80hQ7CwRg9BEm0Bvw"

},

"transfer_to_user_display_name": {

"type": "string",

"description": "The target agent's name.",

"example": "Jilly"

},

"transfer_type": {

"type": "string",

"description": "The transfer's type.",

"example": "cold",

"enum": ["cold", "warm"]

},

"inbox_id": {

"type": "string",

"description": "The inbox's ID.",

"example": "W_VATTk_Q5aW6z5rZtBxAQ"

},

"inbox_name": {

"type": "string",

"description": "The inbox's name.",

"example": "example"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Transfer To Voicemail",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"flow_id": "zwKiV80hQ7CwRg9BEm0Bvw",

   "flow_name": "Demo",

   "cc_queue_id": "d95avl1eRJ-H162PZUJ-qg",

   "queue_name": "Sales",

   "user_id": "ukAAkZKfROKMSw1bj_RDFQ",

   "user_display_name": "Jilly",

   "transfer_to_queue_id": "d95avl1eRJ-H162PZUJ-qg",

   "transfer_to_queue_name": "Sales",

   "transfer_to_user_id": "zwKiV80hQ7CwRg9BEm0Bvw",

   "transfer_to_user_display_name": "Jilly",

   "transfer_type": "cold",

   "inbox_id": "W_VATTk_Q5aW6z5rZtBxAQ",

   "inbox_name": "example",

                   }"

}

The “Transfer To Voicemail” event indicates that the agent transferred the call to a Voicemail.

Callback
 Agent Callback Dialing Consumer 

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent Callback Dialing Consumer"

 "channel": "voice",

 "channel_source": ""

}

The “Agent Callback Dialing Consumer” event indicates that the agent has received the callback request and has started dialing back the consumer.
 Consumer Bridged

{

"consumer_id": {

"type": "string",

"description": "The consumer's ID.",

"example": "zeYjXoDOS_eV1QmTpj63PQ"

},

"consumer_display_name": {

"type": "string",

"description": "The customer's name.",

"example": "Jill"

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Consumer Bridged"

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"consumer_id": "zeYjXoDOS_eV1QmTpj63PQ",

   "consumer_dispaly_name": "Jill"

                   }"

}

The “Consumer Bridged” event indicates a successful connection with the consumer. This event will appear in Outbound calls, and scenarios such as warm conference, where the agent brings the consumer into a conference call.
 Consumer Callback Offered 

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Consumer Callback Offered",

 "channel": "voice",

 "channel_source": ""

}

 

The “Consumer Callback Offered” event indicates that the system notified the consumer of the callback options. This event will be logged regardless of whether the consumer accepts the callback offer, or continues to wait in the queue.
 Consumer Callback Canceled 

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Consumer Callback Canceled",

 "channel": "voice",

 "channel_source": "",

}

The “Consumer Callback Canceled” event indicates that the consumer canceled the callback and waited in the queue.
 Consumer Callback Accepted 

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Consumer Callback Accepted",

 "channel": "voice",

 "channel_source": "",

}

The “Consumer Callback Accepted” event indicates that the consumer accepted the callback and placed the request.
 Consumer Callback Expired 

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Consumer Callback Expired",

 "channel": "voice",

 "channel_source": "",

}

The “Consumer Callback Expired” event indicates that the callback request expired before it could be made.
Upgrade
 Upgrade to Video Call

{

"upgraded_to_channel_type": {

"type": "string",

"description": "The target upgraded channel's type.",

"example": "video",

"enum": ["video"]

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Upgrade to Video Call",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"upgraded_to_channel_type": "video"

                   }"

}

The “Upgrade to Video Call” event indicates that the agent upgraded the voice engagement to a video engagement. (Regardless of whether the customer joined the video engagement or not.)
Conference
 Agent added invitee to call

{

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

},

"conference_type": {

"type": "string",

"description": "The conference's type.",

"example": "cold",

"enum": ["cold", "warm"]

},

"invitee": {

"type": "string",

"description": "The conference's invitee.",

"example": "+14244108479"

},

"invitee_type": {

"type": "string",

"description": "The conference invitee's type.",

"example": "PSTN number",

"enum": ["Agent", "Queue", "PSTN number"]

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent added invitee to call",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

"user_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "user_display_name": "Jilly",

      "conference_type":"cold",

      "invitee":"Agent01",

      "invitee_type":"Agent"  // Agent or Queue or PSTN Number

                   }"

}

The “Agent added invitee to call” event indicates that the agent initiated an invitation to other participants.

 Invitee joined the conference call

{

"invitee": {

"type": "string",

"description": "The conference's invitee.",

"example": "+14244108479"

},

"invitee_type": {

"type": "string",

"description": "The conference invitee's type.",

"example": "PSTN number",

"enum": ["Agent", "Queue", "PSTN number"]

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Invitee joined the conference call",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

      "invitee":"Agent01",

      "invitee_type":"Agent"  // Agent or Queue or PSTN Number

                   }"

}



 

The “Invitee joined the conference call” event indicates that the invitee accepted and completed (merged) the invite.
 Agent canceled invitee to call

{

"invitee": {

"type": "string",

"description": "The conference's invitee.",

"example": "+14244108479"

},

"invitee_type": {

"type": "string",

"description": "The conference invitee's type.",

"example": "PSTN number",

"enum": ["Agent", "Queue", "PSTN number"]

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Agent canceled invitee to call",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

      "invitee":"Agent01",

      "invitee_type":"Agent"  // Agent or Queue or PSTN Number

                   }"

}

 

The “Agent canceled invitee to call” event indicates that the agent canceled the invite.

 Invitee accepted

{

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

},

"accept_type": {

"type": "string",

"description": "The router's accept type. `manual` | `auto`.",

"example": "manual",

"enum": ["manual", "auto"]

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Invitee accepted",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

      "user_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "user_display_name": "Jilly",

      "accept_type": "manual"

                   }"

}

The “Invitee accepted” event indicates that the invitee accepted the conference invite. The invitee could be an agent or another consumer. 
 Invitee declined

{

"user_id": {

"type": "string",

"description": "The agent's ID.",

"example": "ukAAkZKfROKMSw1bj_RDFQ"

},

"user_display_name": {

"type": "string",

"description": "The agent's name.",

"example": "Jilly"

},

"accept_type": {

"type": "string",

"description": "The router's accept type. `manual` | `auto`.",

"example": "manual",

"enum": ["manual", "auto"]

}

}

{

 "start_time": "2021-12-03T13:07:46Z",

 "event_name": "Invitee declined",

 "channel": "voice",

 "channel_source": "",

 "event_content": "{

      "user_id": "ukAAkZKfROKMSw1bj_RDFQ",

      "user_display_name": "Jilly",

      "accept_type": "manual"

                   }"

}

The “Invitee declined” event indicates that the invitee rejected the conference invite.