Campaigns
The core domain objects supported by the Campaign Management Service are those that are used to create and manage the actual proactive customer communication. Proactive customer communication is initiated by creating an instance of a SubCampaign (and the associated passes), this creation process references a List (See Contact Management), a Script which defines the customer interaction (e.g. play prompt "Hello" then ask for some response, etc.) and a template SubCampaign (which must reference an existing Campaign) which controls a set of behaviors controllable per invocation.
Campaigns are used to group SubCampaign instances and are primarily a container object which aids scoping and reporting. For example a Campaign (externalId="Renewal – July 2009") might be used to group all the SubCampaign instances initiated during July to encourage customers to renew their subscription.
For sophisticated strategies a SubCampaign may consist of multiple passes, each pass may target a different device or channel (e.g. text, voice, email). For example, it is possible to have a voice-focused SubCampaign with three passes, the first voice pass runs from 8:00am-9:00am local to the customer, then a second pass from 12:15pm to 1:15pm which contacts those clients who were busy or a no-answer and then finally a pass in the evening between 6:00pm and 7:00pm which attempts to contact all customers who did not interact earlier in the day. Strategies are not constrained to a single day or a single channel.
If a client wishes to use the API to monitor the state of a running SubCampaign then they will need to invoke the API and then use the information contained in the various state objects to retrieve current information. For example, if a client invokes the method listSubCampaignStates then the current state can be retrieved from the SubCampaignState and PassState objects.
Script
| Field
|
Type
|
Description
|
Since
|
| internalId
|
string
|
Platform Identifier
|
7.3.3
|
| externalId
|
string
|
Name of script
|
7.3.3
|
| owner
|
Org (K)
|
Abbreviated owning entity
|
8.5.0
|
| version
|
Integer
|
Version # of script
|
7.3.3
|
| description
|
string
|
Detailed description
|
7.3.3
|
| attributes
|
Attributes[]
|
Enumerated attributes of the Script
|
7.3.3
|
| createdDate
|
dateTime
|
Entity created date
|
7.3.3
|
| updatedDate
|
dateTime
|
Entity last modified date
|
7.3.3
|
| createdBy
|
User (K)
|
Abbreviated creator
|
U
|
| modifiedBy
|
User (K)
|
Abbreviated modifier
|
U
|
Attributes
| Attribute
|
Type
|
Description
|
Since
|
| expireAfterHours
|
Integer
|
Number of hours before autoexpiring (-1 = never)
|
8.5.0
|
| isTemplate
|
Boolean
|
Is the Script a template?
|
7.3.3
|
| lastUseDate
|
dateTime
|
Last time entity was used
|
8.5.0
|
Campaign
| Field
|
Type
|
Description
|
Since
|
| internalId
|
string
|
Platform Identifier
|
7.3.3
|
| externalId
|
string
|
Name of this campaign (External Identifier)
|
7.3.3
|
| Owner
|
Org (K)
|
Abbreviated owning entity
|
7.6.0
|
| Description
|
string
|
Description of this campaign
|
7.6.0
|
| Attributes
|
Attribute[]
|
Enumerated other attributes of the campaign
|
7.3.3
|
| rules
|
RuleContext[]
|
Array of ruleContexts associated to campaign
|
10.6.0
|
| createdDate
|
dateTime
|
Entity created date
|
7.3.3
|
| updatedDate
|
dateTime
|
Entity last modified date
|
7.3.3
|
| createdBy
|
User (K)
|
Abbreviated creator
|
U
|
| modifiedBy
|
User (K)
|
Abbreviated modifier
|
U
|
Attributes
| Attribute
|
Type
|
Description
|
Since
|
| strategyNames
|
string
|
Comma separated list of Strategy names
|
8.6.0
|
| defaultOutboundOutreachStrategy
|
OutreachStrategy (K)
|
Default Outbound Outreach for this campaign
|
10.0
|
| defaultOnDemandOutreachStrategy
|
OutreachStrategy (K)
|
Default OnDemand Outreach for this campaign
|
10.1
|
| defaultAgentGroup
|
AgentGroup (K)
|
Default Agent Group for this campaign
|
10.1
|
| systemSource
|
Integer
|
Source of SubCampaign (0 implies Engage)
|
10.5
|
| Default
|
Boolean
|
Is this the default campaign?
|
9.1
|
| startDate
|
date
|
The start date (inclusive) of this campaign
|
7.6.0
|
| endDate
|
date
|
The end date (inclusive) of this campaign (may be null)
|
7.3.3
|
OutreachStrategy
| Field
|
Type
|
Description
|
Since
|
| internalId
|
string
|
Platform Identifier
|
10.0
|
| externalId
|
string
|
Name of this Outreach Strategy (External Identifier)
|
10.0
|
| owner
|
Org (K)
|
Abbreviated owning entity (Account or Enterprise only)
|
10.0
|
| deleted
|
Boolean
|
Is this Outreach Strategy deleted
|
10.0
|
| defaultScript
|
Script (K)
|
Default script used by this Outreach Strategy, must be referenced using externalID (no support for internalId)
|
10.0
|
| defaultAgentGroup
|
AgentGroup (K)
|
Default Agent Group used by this Outreach Strategy, must be referenced using externalID (no support for internalId)
|
10.1
|
| deviceFilter
|
Filter (D)
|
Set of conditions used to filter list on send
|
10.0
|
| type
|
outreachStrategyType
|
Type of Outreach Strategy
|
10.0
|
| default
|
Boolean
|
Is this the default strategy?
|
10.0
|
| attributes
|
Attribute[]
|
Enumerated other attributes of the Outreach Strategy
|
10.0
|
| passTemplates
|
Pass[] (D)
|
Passes associated with this Outreach Strategy
|
10.0
|
| baseEntity
|
BaseEntity
|
Owning entity
|
11.0
|
| createdDate
|
dateTime
|
Entity created date
|
U
|
| updatedDate
|
dateTime
|
Entity last modified date
|
10.0
|
| createdBy
|
User (K)
|
Abbreviated creator
|
U
|
| modifiedBy
|
User (K)
|
Abbreviated modifier
|
U
|
Attributes
| Attribute
|
Type
|
Description
|
Since
|
| firstContactTime
|
time
|
Time of first contact, if null then default to Org (Account) firstContactTime
|
10.0
|
| lastContactTime
|
time
|
Time of last contact, if null then default to Org (Account) lastContactTime
|
10.0
|
| contactTimeTimeZone
|
string
|
TimeZone of firstContactTime and lastContactTime
|
10.0
|
| startPaused
|
Boolean
|
Does the generated SubCampaign start in a paused state
|
10.0
|
| systemPriority
|
Integer
|
Priority of the generated SubCampaign
|
10.0
|
| diagnosticRecordingEnabled
|
Boolean
|
Is diagnostic recording enabled for generated SubCampaign?
|
10.0
|
| diagnosticRecordingPercentage
|
Integer
|
Percentage of outreach attempts to record (0 – 100)
|
10.0
|
| escalationType
|
deviceEscalationType
|
The type of escalation to use for devices within a call pass associated with the SubCampaign
|
10.0
|
| executionOrder
|
passExecutionOrder
|
The escalation order to use for passes associated with the generated SubCampaign
|
10.0
|
SubCampaign
| Field
|
Type
|
Description
|
Since
|
| internalId
|
string
|
Platform Identifier
|
7.3.3
|
| externalId
|
string
|
Name of this SubCampaign (External Identifier)
|
7.7.0
|
| name
|
string
|
Name of this SubCampaign
|
7.3.3
|
| type
|
subCampaignType
|
Type of SubCampaign e.g. Inbound vs. Outbound
|
7.6.0
|
| requestedStartDate
|
date
|
Requested anchor date for start of SubCampaign
|
7.3.3
|
| strategyName
|
string
|
Name of strategy (required if requesting non-default)
|
8.5.0
|
| deviceFilter
|
Filter (D)
|
Set of conditions used to filter list on send
|
7.3.3
|
| attributes
|
Attribute[]
|
Enumerated other attributes of the SubCampaign
|
7.3.3
|
| agentGroups
|
AgentGroup[] (K)
|
Agent Groups targeted by this SubCampaign
|
7.3.3
|
| campaign
|
Campaign (K)
|
Associated campaign
|
7.3.3
|
| passes
|
Pass[] (D)
|
Passes associated with this SubCampaign
|
7.3.3
|
| rules
|
RuleContext[]
|
Array of ruleContexts associated to subcampaign
|
10.6.0
|
| createdDate
|
dateTime
|
Entity created date
|
7.3.3
|
| updatedDate
|
dateTime
|
Entity last modified date
|
7.3.3
|
| createdBy
|
User (K)
|
Abbreviated creator
|
U
|
| modifiedBy
|
User (K)
|
Abbreviated modifier
|
U
|
Attributes
| Attribute
|
Type
|
Description
|
Since
|
| actualStartTime
|
dateTime
|
Time of first contact, if null then default to Org (Account) firstContactTime
|
7.3.3
|
| actualStopTime
|
dateTime
|
Time of last contact, if null then default to Org (Account) lastContactTime
|
7.3.3
|
| requestedEndDate
|
dateTime
|
SubCampaign expiration date (read-only).
|
10.0
|
| startPaused
|
Boolean
|
Does the SubCampaign start in a paused state
|
8.4
|
| systemSource
|
Integer
|
Source of SubCampaign (0 implies Engage)
|
10.5
|
| Intensity
|
Integer
|
Intensity of contact outreach (-100 to 100, 0 is neutral)
|
7.7.0
|
| systemPriority
|
Integer
|
Priority of this SubCampaign
|
U
|
| diagnosticRecordingEnabled
|
Boolean
|
Is diagnostic recording enabled for this SubCampaign?
|
8.10
|
| diagnosticRecordingPercentage
|
Integer
|
Percentage of outreach attempts to record (0 – 100)
|
8.10
|
| escalationType
|
deviceEscalationType
|
The type of escalation to use for devices within a call pass associated with the SubCampaign.
|
10.6
|
| executionOrder
|
passExecutionOrder
|
The escalation order to use for passes associated with the generated SubCampaign
|
10.6
|
| list
|
List
|
Internal Id of list used to initiate SubCampaign
|
10.6
|
| autoCreated
|
boolean
|
is this SubCampaign autoCreated
|
11.3
|
| restartFrequency
|
String
|
Restart frequency of this SubCampaign, possible values (Daily, Weakly, Monthly). Note: applicable for Inbound Campaigns only.
|
11.x
|
SubCampaignState
| Field
|
Type
|
Description
|
Since
|
| subCampaign
|
SubCampaign (D)
|
Associated SubCampaign
|
7.3.3
|
| State
|
SubCampaignStates
|
State of the SubCampaign: running, paused, done, etc.
|
7.3.3
|
| passStates
|
PassState[] (D)
|
State of the passes of this SubCampaign
|
7.6.0
|
| Issue
|
Issue
|
Issue associated with SubCampaign (nullable)
|
7.6.0
|
| Attributes
|
Attributes[]
|
Enumerated attributes of the SubCampaign, counters etc.
|
7.3.3
|
| updatedDate
|
dateTime
|
Last modified date
|
7.7.0
|
Attributes
| Attribute
|
Type
|
Description
|
Since
|
| deliveredCount
|
Integer
|
Number of contacts successfully delivered
|
7.3.3
|
| failedCount
|
Integer
|
Number of contacts with a current failure status
|
7.3.3
|
| filteredCount
|
Integer
|
Number of contacts filtered from SubCampaign
|
7.3.3
|
| notAttemptedCount
|
Integer
|
Number of contacts not attempted
|
7.3.3
|
| attemptedCount
|
Integer
|
Total number of contact attempts
|
7.4.0
|
| pendingCount
|
Integer
|
Number of contact attempts still to be made
|
7.4.0
|
| thisHourContacts
|
Integer
|
Anticipated contacts this clock hour
|
7.3.3
|
| nextHourContacts
|
Integer
|
Anticipated contacts in the next clock hour
|
7.3.3
|
| futureContacts
|
Integer
|
Anticipated contacts after the next clock hour
|
7.3.3
|
| stackIdentifier
|
String
|
Stack currently hosting this SubCampaign
|
8.0.0
|
| force
|
Boolean
|
Flag to determine if sub should be forcefully stopped
|
11.2.0
|
Pass
| Field
|
Type
|
Description
|
Since
|
| internalId
|
string
|
Platform Identifier
|
7.3.3
|
| Name
|
string
|
Name of this Contact Pass
|
7.3.3
|
| passEntryCriteria
|
completionStatus[]
|
Completion status criteria for acceptance into this pass
|
8.2
|
| passEntryLookback
|
entryLookback
|
Accept contacts from "AllPasses" or "PreviousPass"
|
8.2
|
| passEntryFilter
|
Filter
|
Filter indicating acceptance of wireless, wireline or both
|
8.2
|
| passID
|
Integer
|
Sequential identifier for pass (base 1)
|
7.3.3
|
| Script
|
Script (K)
|
Script associated with this pass
|
8.6.X
|
| Channel
|
channelType
|
Channel of this pass
|
7.3.3
|
| Pacing
|
pacingModel
|
Pacing model for this pass
|
7.7.0
|
| pacingPriority
|
Integer
|
Priority relative to other SubCampaign/Passes – only valid if pacing attribute is 'Agent'. Valid values are 0 (Background), 1 (Low), 2 (Medium), 4 (High) or 10 (Mandatory).
|
7.7.0
|
| contactsPerMinute
|
Integer
|
Number of contacts to attempt per minute
|
7.7.0
|
| maxContactsPerMinute
|
Integer
|
Maximum contacts attempts per minute (read-only)
|
7.7.0
|
| requestedStartTime
|
time
|
Start time of this pass (Format as per xsd:time hh:mm:ss.sss)
|
7.3.3
|
| requestedStopTime
|
time
|
Stop time of this pass (Format as per xsd:time hh:mm:ss.sss)
|
7.3.3
|
| duration
|
shortDuration
|
Duration of Pass
|
7.6.0
|
| timeZone
|
string
|
Time Zone of pass or LOCAL if using Time Zone of outreach (see TimeZoneSource)
|
7.3.3
|
| dayOffset
|
Integer
|
Number of days after last pass to start
|
7.3.3
|
| callableDays
|
Boolean[7]
|
Which days is outreach allowed on (Sunday start)
|
7.3.3
|
| deviceToAttempt
|
Integer
|
Index of device to attempt in this pass
|
7.3.3
|
| leaveMessage
|
Boolean
|
Should leave message if machine is detected
|
7.3.3
|
| timeZoneSource
|
timeZoneSource
|
Source for determining TimeZone of contact attempt
|
8.7.0
|
| callerID
|
string
|
CallerID to present on outbound call
|
7.3.3
|
| busyRetryCount
|
Integer
|
Number of retries for a busy device
|
7.3.3
|
| busyRetryFrequency
|
Integer
|
Number of minutes between retries for a busy device
|
7.3.3
|
| retryCount
|
Integer
|
Number of retries (non-busy)
|
7.3.3
|
| retryFrequency
|
Integer
|
Number of minutes between retries (non-busy)
|
7.3.3
|
| retryStatuses
|
completionStatus[]
|
Status codes to retry on
|
7.3.3
|
| abandonRatePacing
|
Boolean
|
Is Abandon Rate pacing enabled for this pass
|
9.2.9
|
| abandonRateDefinition
|
ShortDuration
|
Number of milliseconds that constitutes an abandoned call
|
9.2.9
|
| abandonRateTarget
|
Integer
|
The Abandon Rate target in 1/10s of a percent.
|
9.2.9
|
| humanInitiatedDialing
|
boolean
|
Is human initiated dialing is turned for this pass? Another name for human initiated dialing is Clicker. This setting is applicable for Preview passes.
|
11.6
|
| linesPerAgent
|
Integer
|
This specifies lines per available agent if humanIntiatedDialing is turned on.
|
11.6
|
| devicesToAttempt
|
String
|
Comma separated list of device indexes in this pass
|
11.8
|
| delayRetryMinutes
|
Integer
|
retry is delayed by specified minutes for this pass
|
12.2
|
| createdDate
|
dateTime
|
Entity created date
|
7.3.3
|
| updatedDate
|
dateTime
|
Entity last modified date
|
7.3.3
|
| createdBy
|
User (K)
|
Abbreviated creator
|
U
|
| modifiedBy
|
User (K)
|
Abbreviated modifier
|
U
|
Attributes
| Attribute
|
Type
|
Description
|
Since
|
| voicePassEntryCriteria
|
String
|
Completion status for acceptance into this pass, comma separated list (see CompletionStatus)
|
10.5.17
|
| textPassEntryCriteria
|
String
|
Completion status for acceptance into this pass, comma separated list (see CompletionStatus)
|
10.5.17
|
| emailPassEntryCriteria
|
String
|
Completion status for acceptance into this pass, comma separated list (see CompletionStatus)
|
10.5.17
|
| scriptPassEntryCriteria
|
String
|
Completion status for acceptance into this pass, comma separated list (see CompletionStatus)
|
10.5.17
|
| agentBridgeCriteria
|
String
|
Criteria of the call should be connected to an agent
|
11.3.1
|
| fastBridge
|
String
|
Value "true" indicate the campaign is running at Active Switching Matrix (ASM) mode.
|
11.7
|
ContactBatch
| Field
|
Type
|
Description
|
Since
|
| internalId
|
string
|
Platform Identifier
|
10.0
|
| externalId
|
string
|
Name of this Contact Batch (External Identifier)
|
10.0
|
| total
|
Integer
|
Number of Contact Attempts added to this ContactBatch (read-only)
|
10.0
|
| campaign
|
Campaign (K)
|
Associated campaign
|
10.0
|
| outreachStrategy
|
OutreachStrategy
|
OutreachStrategy to use for this ContactBatch
|
10.0
|
| script
|
Script (K)
|
Script associated with this pass
|
10.0
|
| agent
|
User
|
Agent requested for interaction (Nullable)
|
10.0
|
| agentGroup
|
AgentGroup (K)
|
Agent group
|
10.0
|
| owner
|
Org (K)
|
Abbreviated owning entity (Account only)
|
10.0
|
| requestedStartTime
|
dateTime
|
Start time of this ContactBatch (null implies now)
|
10.0
|
| requestedStartTimeZone
|
string
|
Time zone specified when scheduling this batch
|
10.6
|
| duration
|
shortDuration
|
Duration for this ContactBatch, effectively a TTL
|
10.0
|
| attributes
|
Attribute[]
|
Enumerated other attributes of the ContactBatch
|
10.0
|
| context
|
Attribute[]
|
Invocation specific context as a set of name/value pairs
|
10.0
|
| createdDate
|
dateTime
|
Entity created date
|
10.0
|
| updatedDate
|
dateTime
|
Entity last modified date
|
10.0
|
| createdBy
|
User (K)
|
Abbreviated creator
|
U
|
| modifiedBy
|
User (K)
|
Abbreviated modifier
|
U
|
Attributes
| Attribute
|
Type
|
Description
|
Since
|
| scriptAction
|
string
|
Next action for Scripting (optionally null)
|
10.0
|
| honorOutreachProfile
|
Boolean
|
Honor time windows associated with Account
|
10.0
|
| contactMode
|
contactModes
|
Mode of interaction – note Inbound is not meaningful in this context.
|
10.1
|
| deviceIndex
|
Integer
|
Index of the device to be attempted
|
10.1
|
| batchSource
|
contactBatchSourceTypes
|
Source of this contact batch
|
10.6
|
| batchPriority
|
Integer
|
The priority of this contact batch; higher number is higher priority. The range is 0-10, with the default of 5.
|
11.5
|
ContactBatchState
| Field
|
Type
|
Description
|
Since
|
| internalId
|
string
|
Platform Identifier
|
10.0
|
| state
|
ContactBatchStates
|
State of the ContactBatch: running, done, etc.
|
10.0
|
| deliveredCount
|
Integer
|
Number of contacts successfully delivered
|
10.0
|
| notAttemptedCount
|
Integer
|
Number of contacts not attempted
|
10.0
|
| failedCount
|
Integer
|
Number of contacts with a current failure status
|
10.0
|
| filteredCount
|
Integer
|
Number of contacts filtered
|
10.0
|
| scheduledCount
|
Integer
|
Number of contacts scheduled for the future
|
10.6
|
| createdDate
|
dateTime
|
Entity created date
|
10.0
|
| updatedDate
|
dateTime
|
Entity last modified date
|
10.0
|
| createdBy
|
User (K)
|
Abbreviated creator
|
U
|
| modifiedBy
|
User (K)
|
Abbreviated modifier
|
U
|
ComplianceRule
| Field
|
Type
|
Description
|
Since
|
| internalId
|
string
|
Platform identifier
|
10.3.0
|
| type
|
complianceRuleType
|
Type of compliance
|
10.3.0
|
| owner
|
Org (K)
|
Abbreviated owning entity
|
10.3.0
|
| enabled
|
Boolean
|
Is this rule currently enabled?
|
10.3.0
|
| label
|
string
|
Label for compliance rule (optional)
|
10.3.0
|
| elements
|
string[]
|
List of elements (e.g. multiple dates or area codes, note dates must be formatted as per date xsd:date CCYY-MM-DDT)
|
10.3.0
|
| dayFilters
|
dayFilter[]
|
Day specific filters (only if type = 'Region)
|
10.3.0
|
| attributes
|
Attributes[]
|
Enumerated attributes of the Compliance
|
10.3.0
|
| createdDate
|
dateTime
|
Entity created date
|
10.3.0
|
| updatedDate
|
dateTime
|
Entity last modified date
|
10.3.0
|
| createdBy
|
User (K)
|
Abbreviated creator
|
U
|
| modifiedBy
|
User (K)
|
Abbreviated modifier
|
U
|
DayFilter
| Field
|
Type
|
Description
|
Since
|
| day
|
dayOfWeek
|
Which day of the week this entry relates to (null implies all days)
|
10.3.0
|
| firstContactTime
|
time
|
Time of first contact (local)
|
10.3.0
|
| lastContactTime
|
time
|
Time of last contact (local)
|
10.3.0
|
ContactProfile
| Field
|
Type
|
Description
|
Since
|
| timeZoneProfiles
|
TimeZoneProfile []
|
Profile by TimeZone for contact outreach
|
8.7.0
|
TimeZoneProfile
| Field
|
Type
|
Description
|
Since
|
| timeZone
|
string
|
Time Zone for this profile
|
8.7.0
|
| contactsProcessed
|
Integer
|
Already completed during this hour/TimeZone
|
U
|
| contactsRemaining
|
Integer
|
Estimated to be completed during this hour/TimeZone
|
8.7.0
|
PassState
| Field
|
Type
|
Description
|
Since
|
| pass
|
Pass (D)
|
Associated Pass
|
7.8.0
|
| state
|
passStates
|
State of the Pass: running, paused, done, etc.
|
7.6.0
|
| contactsPerMinute
|
Integer
|
Current contact rate
|
7.6.0
|
| Issue
|
Issue
|
Issue associates with current PassState (nullable)
|
7.6.0
|
| projectedAgentUse
|
Double
|
Anticipated agent use in next minute
|
7.6.0
|
| desiredAgentUse
|
Double
|
Desired agent use in next minute
|
7.7.0
|
| contactProfiles
|
ContactProfile[]
|
Profile by hour for contact outreach (length 48)
|
8.7.0
|
| attributes
|
Attributes[]
|
Enumerated attributes of the SubCampaign, counters etc.
|
7.6.0
|
| updatedDate
|
dateTime
|
Last modified date
|
7.6.0
|
Attributes
| Attribute
|
Type
|
Description
|
Since
|
| deliveredCount
|
Integer
|
Number of contacts successfully delivered
|
7.6.0
|
| failedCount
|
Integer
|
Number of contacts with a current failure status
|
7.6.0
|
| filteredCount
|
Integer
|
Number of contacts filtered from Pass
|
7.6.0
|
| notAttemptedCount
|
Integer
|
Number of contacts not attempted
|
7.6.0
|
| attemptedCount
|
Integer
|
Total number of contact attempts
|
7.6.0
|
| attemptedCountLast15
|
Integer
|
Contact attempts in Last 15 minutes
|
7.6.0
|
| pendingCount
|
Integer
|
Number of contact attempts still to be made
|
7.6.0
|
| thisHourContacts
|
Integer
|
Anticipated contacts this clock hour
|
7.6.0
|
| nextHourContacts
|
Integer
|
Anticipated contacts in the next clock hour
|
7.6.0
|
| futureContacts
|
Integer
|
Anticipated contacts after the next clock hour
|
7.6.0
|
| dcHandled
|
Integer
|
Number of successful DCs in this pass
|
7.6.0
|
| dcHandledLast15
|
Integer
|
Number of successful DCs in the last 15 mins
|
7.6.0
|
| dcFailed
|
Integer
|
Number of failed DCs in this pass
|
7.6.0
|
| dcFailedLast15
|
Integer
|
Number of failed DCs in the last 15 mins
|
7.6.0
|
| dcAverageTalkTime
|
shortDuration
|
Average duration of Successful DCs (ms)
|
7.6.0
|
| dcAverageTalkTimeLast15
|
shortDuration
|
Average duration of Successful DCs in last 15 minutes (ms)
|
7.6.0
|
| afterContactWorkCount
|
Integer
|
Count of Agents in state AfterContactWork
|
7.7.0
|
| activeCount
|
Integer
|
Count of Agents currently Busy
|
7.7.0
|
| adjustSLA
|
Integer
|
AutoManage reduction due to SLA being tripped (-100 to 0, 0 is neutral)
|
7.7.0
|
| dcHandledToday
|
Integer
|
Number of successful DCs in this pass today
|
11.2.0
|
| dcFailedToday
|
Integer
|
Number of failed DCs in this pass today
|
11.2.0
|
ContactAttempt
| Field
|
Type
|
Description
|
Since
|
| internalId
|
string
|
Platform identifier
|
7.7.0
|
| externalId
|
string
|
External Identifier for this ContactAttempt
|
10.2.0
|
| contact
|
Contact (D)
|
Handle to associated Contact
|
7.7. 0
|
| device
|
Device (D)
|
Associated Device
|
7.7. 0
|
| pass
|
Pass (K)
|
Handle to associated Pass
|
7.7.0
|
| subCampaign
|
SubCampaign (K)
|
Handle to associated SubCampaign
|
7.7. 0
|
| campaign
|
Campaign (K)
|
Handle to associated Campaign
|
7.7. 0
|
| conversationId
|
string
|
The conversation that this Contact Attempt is associated with
|
7.7. 0
|
| attemptGroupId
|
string
|
The attempt group for this attempt (for multi-part messages)
|
7.7. 0
|
| tags
|
string[]
|
Settable tags – e.g. Inbox, Read, Archived, Sent
|
7.7. 0
|
| agent
|
User
|
Current Agent handling interaction (Nullable)
|
7.7. 0
|
| secondaryDevice
|
string
|
Either CallerID or Short/Long code of message sender (or DNIS or target Short code)
|
7.7. 0
|
| attemptDetails
|
AttemptDetail[]
|
Additional details associated with this Contact attempt
|
7.7. 0
|
| attributes
|
Attributes[]
|
Enumerated attributes of the ContactAttempt
|
7.7. 0
|
| recordings
|
Recording[] (K)
|
Recordings associated with this ContactAttempt (Nullable)
|
8.10
|
| createdDate
|
dateTime
|
Entity created date
|
7.7. 0
|
| updatedDate
|
dateTime
|
Entity last modified date
|
7.7. 0
|
| createdBy
|
User (K)
|
Abbreviated creator
|
U
|
| modifiedBy
|
User (K)
|
Abbreviated modifier
|
U
|
Attributes
| Attribute
|
Type
|
Description
|
Since
|
| startTime
|
dateTime
|
Time of initial contact (in GMT)
|
7.7. 0
|
| startTimeLocal
|
dateTime
|
Time of initial contact (in device local time)
|
7.7. 0
|
| startTimeZone
|
string
|
Time zone used to schedule this contact
|
10.6
|
| duration
|
shortDuration
|
Duration of contact attempt
|
7.7. 0
|
| status
|
completionStatus
|
Result of contact attempt
|
7.7. 0
|
| internalStatus
|
string
|
SoundBite internal status
|
8.0. 0
|
| initial
|
Boolean
|
Contact Attempt is first in conversation
|
8.0. 0
|
| extendedStatus
|
string
|
Extended channel specific status
|
7.7. 0
|
| networked
|
string
|
Channel specific network identifier (diagnostic)
|
7.7. 0
|
| externalWorkflowId
|
string
|
Message Server allocated identifier
|
8.0. 0
|
| contactExternalId
|
string
|
External (user-defined) identity (ClientID)
|
7.7. 0
|
| contactMode
|
contactModes
|
Mode of interaction
|
7.7. 0
|
| recordingAllowed
|
Boolean
|
Is recording allowed for this contact attempt?
|
8.10
|
| diagnosticRecordingRequested
|
Boolean
|
Is diagnostic recording desired for this contact attempt?
|
8.10
|
| scriptAction
|
string
|
Next action for Scripting
|
10.0
|
| contactBatchId
|
ContactBatch (K)
|
Handle to ContactBatch
|
10.0
|
| targetAgentMode
|
targetAgentMode
|
Mode to use when targeting agents
|
10.6
|
| deviceIndex
|
Integer
|
The index of contact’s device to be dialed
|
11.12
|
| requestedStartTime
|
dateTime
|
The earliest time to call the contact (in GMT)
|
12.2
|
AttemptDetail
| Field
|
Type
|
Description
|
Since
|
| Type
|
AttemptDetailType
|
DirectConnect, TextAgent, Text, VoiceAgent
|
7.7.0
|
| tariffClass
|
string
|
Class of attempt, e.g. Standard Rate vs. FTEU
|
7.7.0
|
| attributes
|
Attribute[]
|
Associated name/value pairs for this detail record
|
7.7.0
|
| metadata
|
MetaData (K)
|
For VoiceAgent describes the attributes
|
8.5.0
|
| createdDate
|
dateTime
|
Entity created date – time of capture
|
7.7.0
|
| updatedDate
|
dateTime
|
Entity last modified date
|
7.7.0
|
| createdBy
|
User (K)
|
Abbreviated creator
|
7.7.0
|
| modifiedBy
|
User (K)
|
Abbreviated modifier
|
7.7.0
|
Attributes
| Attribute
|
Type
|
Type Qualifier
|
Description
|
Since
|
| messageText
|
string
|
Text
|
Text as sent to mobile device
|
7.7.0
|
| programName
|
string
|
Text
|
Text Program – e.g. FTEUBankingAlert
|
7.7.0
|
| result
|
Integer
|
DirectConnect
|
1-DC_CALL_CENTER_HANGUP_DURING_HOLD
2-DC_CLIENT_HANGUP_DURING_HOLD
3-DC_SUCCESS
4-DC_BAD_NUMBER
5-DC_CALL_CENTER_BUSY
6-DC_CALL_CENTER_NO_ANSWER
7-DC_CLIENT_HANGUP_DURING_TRANSFER
8-DC_NO_LINES_AVAILABLE
9-DC_CLIENT_EXCEEDED_MAX_HOLD_TIME
10-TELEPHONY_ERROR
|
10.8
|
| startTime
|
DateTime
|
DirectConnect
|
The date/time the DC call started
|
10.8
|
| duration
|
shortDuration
|
DirectConnect
|
Direct connection time in seconds
|
10.8
|
| clientACDHoldTime
|
shortDuration
|
DirectConnect
|
The MS of a client spends in the ACD hold queue.
|
10.8
|
| dialTime
|
shortDuration
|
DirectConnect
|
The MS of the DC dial time
|
10.8
|
| phoneNumber
|
String
|
DirectConnect
|
The call center phone number
|
10.8
|
| agentGroupId
|
String
|
DirectConnect
|
The string value of internal ID of the agent group
|
10.8
|
| requestedAction
|
String
|
VoiceAgent
|
- suppressContact
- suppressDevice
- suppressCampaignContact
- suppressCampaignDevice
|
11.2
|
| mediaURL
|
String
|
Text
|
Media URL for MMS messaging
|
11.1
|
| deliveryReceiptMask
|
String
|
Text
|
1- text failure mask value
2- text carrier accepted mask value
3- text failure and carrier accepted mask value
4- text delivered mask value
5- text failure and delivered mask value
6- text carrier accepted and delivered mask value
7- text failure and carrier accepted and delivered mask value
|
13.2
|
