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Start Event List

Lists the Start Event resources used to describe the start of a service, state, or task.


Service Start Event

This resource describes information useful to manage the start or the creation of a service.

Field Type Mandatory Description
customer_id string yes if no contact_key The unique ID of the customer associated with the given service.
Important
Services with no customer_id are anonymous. In this case, the event should include a contact_key.
contact_key string yes if no customer_id Key for later lookup of the service. This contact_key is mandatory if no customer ID is specified. For example, the application might store a PIN, or the ANI, as the contact key when the service is first started. Later, if the customer is identified, the contact key is used to lookup the existing service record and associate it with the customer.
service_type long or string yes The unique ID associated with the type of service, typically the DB ID of a value in the Service Type Business Attribute. Refer to Configuration Options for more details on Business Attribute mapping.
session_id string no The ID of the related session, for instance, the orchestration session, or any other business session.
interaction_id string no The ID of the related Genesys interaction. This ID can be used by other Genesys reporting products such as Stat Server, URS, Composer, and GVP.
application_type long or string no The unique ID associated with the type or class application issuing the service event. May be used to group related applications, potentially across resource types.
application_id integer no The unique ID, for example, Genesys DB ID, for the application issuing the service event, such as a GVP VoiceXML application or an Orchestration SCXML application.
resource_type long or string no The unique ID associated with the type or class of resource which provides the service (for example, GVP, Agent Desktop, Orchestration).
resource_id integer no The unique DB ID for the specific resource which provides the service. For instance:
  • the Genesys DB ID of a specific GVP or orchestration platform.
  • the DB ID of a given agent, according to the context.
media_type long or string no The media type applicable to the given service, for instance, email, voice, chat, etc.
est_duration integer no The estimated service duration, in seconds.
timestamp date/time no The UTC time at which the event was raised, with a precision of milliseconds, using the ISO 8601 representation: [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z. If the application does not specify this timestamp, the server does it when the event is processed.
expiration_time string
no
Time at which the service should expire, using the ISO 8601 representation: [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z.

For example : "2016-09-02T08:00:00.000Z"

Important
This expiration time applies to the whole conversation (service, states, tasks), not only to the given service.
ttl integer
no
Time to live (TTL) in seconds of the full conversation (service, states, tasks) starting from this event time. If the query includes both the ttl and expiration_time parameters, GMS takes into account only the ttl value and ignores the expiration_time.
Important
This TTL applies to the whole conversation (service, states, tasks), not only to the given service.
auto_complete_after long no

Time in seconds to automatically complete a service after its last update. If a service or its states or its tasks are not updated within the specified period, the service (including states and tasks) is terminated.

last_modified long no Time in milliseconds since the last update of the Service object, or of one of its subordinate States and Tasks.
<extension> Any JSON type no Service attached data as key-value pairs. You can add as many key-value pairs as needed.

Related Operations

State Start Event

This resource describes the start of the service state.

Field Type Mandatory Description
service_id integer yes The unique 64-bit ID of the service.
state_type long or string yes The unique ID associated with the state type, typically, the DB ID of a value in the Service Type Business Attribute.

Refer to Configuration Options for more details on Business Attribute mapping. Enumerated values may be from the following:

  1. Customer identification
  2. Service identification
  3. Assign service agent
  4. Waiting for service agent
  5. Offering another service while waiting for agent
  6. Offering callback
  7. Callback pending
  8. Delivering service
  9. Waiting for customer input
  10. Offering another service while delivering service
previous_state_id integer no The ID of the previous state.
session_id string no The ID of the related session, for instance, the orchestration session, or any other business session.
interaction_id string no The ID of the related Genesys interaction. This ID can be used by other Genesys reporting products such as Stat Server, URS, Composer, and GVP.
application_type long or string no The unique ID associated with the type or class<ref name="business"/> of application issuing the service event. May be used to group related applications, potentially across resource types.
application_id integer no The unique ID, for example, Genesys DB ID, for the application issuing the service event, such as a GVP VoiceXML application or an Orchestration SCXML application.
resource_type long or string no The unique ID associated with the type or class of resource which provides the service (for example, GVP, Agent Desktop, Orchestration).
resource_id integer no The unique DB ID for the specific resource which provides the service, for instance:
  • the Genesys DB ID of a specific GVP or orchestration platform.
  • the DB ID of a given agent, according to the context.
media_type long or string no The media type applicable to the given state, for instance, email, voice, chat, etc.
est_duration integer no The estimated state duration in seconds.
timestamp date/time no The UTC time at which the event was raised, with a precision of milliseconds, using the ISO 8601 representation: [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z. If the application does not specify this timestamp, the server does it when the event is processed.
<extension> Any JSON type no State attached data as key-value pairs. You can add as many key-value pairs as needed.

Related Operations

Task Start Event

Describes the start of a Task.

Field Type Mandatory Description
service_id integer yes The unique 64-bit ID of the service.
state_id integer no The 32-bit integer ID of the state. See State.
task_type long or string yes The unique ID associated with the type of task, typically the DB ID of a value in a Business Attribute representing customer service tasks for the given organization. Refer to Configuration Options for more details on Business Attribute mapping.
session_id string no The ID of the related session, for instance, the orchestration session, or any other business session.
interaction_id string no The ID of the related Genesys interaction. This ID can be used by other Genesys reporting products such as Stat Server, URS, Composer, and GVP.
application_type long or string no The unique ID associated with the type or class of application issuing the service event. May be used to group related applications, potentially across resource types.
application_id integer no The unique ID (such as Genesys DB ID) for the application issuing the event, such as a GVP VoiceXML application or an Orchestration SCXML application.
resource_type long or string no The unique ID associated with the type or class of resource which provides the service (for example, GVP, Agent Desktop, Orchestration).
resource_id integer no The unique DB ID for the specific resource which provides the service. For instance:
  • the Genesys DB ID of a specific GVP or orchestration platform.
  • the DB ID of a given agent, according to the context.
media_type long or string no The media type applicable to the given task, for instance, email, voice, chat, etc.
est_duration integer no The estimated task duration, in seconds.
timestamp date/time no The UTC time at which the event was raised, with a precision of milliseconds, using the ISO 8601 representation: [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z. If the application does not specify this timestamp, the server does it when the event is processed.
<extension> Any JSON type no Task attached data as key-value pairs. You can add as many key-value pairs as needed.

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This page was last modified on 7 September 2018, at 05:18.