Contact center

The Contact Management Service is used to manage an interaction between a customer and a Contact Center. The core domain object is the AgentGroup which represents a set of representatives at a Contact Center. Each AgentGroup has an associated set of agents and a schedule represented as an array of ScheduleEntry objects. In the simplest form if a group of agents named "Power48" (1-800-NUCLEAR) is open between 8:00am and 5:00pm EST with 10 agents available then this would be represented as a single AgentGroup (externalId="Power48") with a single ScheduleEntry (startTime="08:00", endTime="17:00", TimeZone="America/NewYork", allocatedCount=10, phoneNumber="+1 800 682 5327").

ScheduleEntry

Field	Type	Description	Since
startTime	Time	Start Time of this interval	7.6.0
endTime	Time	End Time of this interval	7.6.0
open24	Boolean	If true then startTime and endTime are ignored	7.6.0
timeZone	string	Time Zone of this entry	7.6.0
phoneNumber	string	Current phone number (E.123). Optional.	7.6.0
allocatedCount	Integer	Initial agent count for this interval	7.6.0
day	dayOfWeek	Which day of the week this entry relates to	8.7.0

AgentGroup

Field	Type	Description	Since
internalId	string	Platform Identifier	7.6.0
externalId	string	External (user-defined) identity	7.6.0
parent	Org (K)	Abbreviated parent entity	7.6.0
currentSchedule	ScheduleEntry[]	Today's schedule for this group (used for Standard or Enhanced Group)	7.6.0
rollingSchedule	ScheduleEntry[]	Rolling schedule for this group today (used for Standard or Enhanced Group)	7.6.0
attributes	Attribute[]	Enumerated other attributes of an AgentGroup	7.6.0
configuration	Attribute[]	Configuration information related to the AgentGroup	7.9.0
tags	string[]	Searchable tags – i.e. used by listAgentGroups (match externalId)	10.5.6
createdDate	dateTime	Entity created date	U
updatedDate	dateTime	Entity last modified date	U
createdBy	User (K)	Abbreviated creator	U
modifiedBy	User (K)	Abbreviated modifier	U

Attributes

Attribute	Type	Description	Since
agentGroupType	agentGroupType	The type of this AgentGroup, e.g. Standard, Remote	7.6.0
remoteEnabled	Boolean	Whether or not this is a CTI-enabled agent group	9.0
transferTarget	Boolean	Can Agents transfer calls to this AgentGroup	9.0
timeZone	string	Time Zone of this group	8.7.0
phoneNumber	string	Current phone number (E.123). Optional – based on type	8.7.0
hangupMode	hangupMode	Terminate agent call post interaction (type: Enhanced)	8.6.0
maxAfterContactWork	shortDuration	Max. # milliseconds in ACW state (-1 = unlimited)	8.6.0
extensionDelay	shortDuration	Pause in milliseconds prior to dialing agent extension	8.6.0
intensity	Integer	Intensity of contact outreach (-100 to 100, 0 is neutral)	7.6.0
agentRecordingSuspendAllowed	Boolean	Is the Agent allowed to pause/resume recording?	8.10
agentRecordingDeleteAllowed	Boolean	Is the Agent allowed to delete recording?	8.10
supervisorRecordingDeleteAllowed	Boolean	Is the Supervisor allowed to delete recording?	8.10
enableRemotePacing	Boolean	Controls use of remote pacing info (type: Remote only)	7.9.0
enableRemoteRouting	Boolean	Controls use of remote routing (type: Remote only)	7.9.0
agentRecordingEnabled	Boolean	Is recording enabled for this group	8.10
agentRecordingPercentage	Integer	Percentage of agent interactions to start recording (0 – 100)	8.10
agentRecordingMinDuration	shortDuration	If recording less than this duration then do not keep	8.10
expireAfterHoursRecording	Integer	Hours before autoexpiring (-1 = never).	8.10
agentLoginRequired	Boolean	Does the Agent use the voice portal?	9.0
internalTransferEnabled	Boolean	Is Internal Transfer enabled?	9.0
externalTransferEnabled	Boolean	Is External Transfer enabled?	9.0
manualExternalTransferEnabled	Boolean	Is manual external transfer enabled?	9.0
previewSkipEnabled	Boolean	Whether or not Agents are allowed to skip preview calls	9.1
previewTimerDuration	shortDuration	Number of milliseconds for timed preview before auto-launching call	9.1
bypassConsult	Boolean	Should we bypass the Consult state as we conference the call?	9.1
freeformNumberEntryAllowed	Boolean	Is free-form entry of devices allowed?	10.1
manualDialEnabled	Boolean	Is Manual Dialing enabled?	10.1
followUpEnabled	Boolean	Is call Follow-Up enabled?	10.1
followUpMaxHours	Integer	Maximum number of hours into the future that a follow-up can be scheduled	10.X
scheduledFollowUpEnabled	Boolean	Is Scheduled Followup enabled?	10.6
scheduledFollowUpMaxHours	Integer	Maximum number of hours into the future that a followup can be scheduled	10.6
fourWayConferenceEnabled	Boolean	Can 4th party be added to the conference?	10.5.25
recordDuringConference	Boolean	Should call be recorded during conference between contact, source agent and target agent?	10.5.29
Tags	String	Comma separated values of tags associated with this agent group.	11.1
targetSpeedOfAnswer	Integer	Target Speed of answer.	11.13
skipClientIdInputForAgentManaulCall	Boolean	Bypass client id lookup in AVP.	12.3
subCampaignAutoCreated	Boolean	filter attribute to decide if we want to show autoCreated subcampaign associated to this agentGroup	13.7

AgentGroupState

Field	Type	Description	Since
agentGroup	AgentGroup (D)	Agent group	7.3.3
subCampaignState	SubCampaignState[] (K)	SubCampaignStates group is currently working on	7.6.0
issue	Issue	Issue associates with current AgentGroup (nullable)	7.6.0
state	agentGroupStates	State of the Agent Group e.g. open, closed.	7.6.0
projectedAgentUse	Double	Anticipated agent use in next minute	U
attributes	Attributes[]	Enumerated attributes of the contact state	7.6.0
updatedDate	dateTime	Last modified date	U

Attributes

Attribute	Type	Description	Since
afterContactWorkCount	Integer	Count of Agents in state AfterContactWork	7.6.0
breakCount	Integer	Count of Agents currently on Break	7.6.0
activeCount	Integer	Count of Agents currently Busy	7.6.0
availableCount	Integer	Count of Agents currently Available	7.6.0
allocatedCount	Integer	Count of Agents allocated to this AgentGroup	7.6.0
previewCount	Integer	Count of Agents currently in a NoWork or Launching state (Portal Only)	10.5.6
transferCount	Integer	Count of Agents currently in the process of transferring (TransferIn, TransferOut, Consult) (Portal Only)	10.5.6
noWorkCount	Integer	Count of Agents currently in a NoWork state (Portal Only)	10.5.6
talkCount	Integer	Count of Agents currently in a Talking state (Portal Only)	10.5.6
averageHoldTimeLast15	shortDuration	Average client hold time – last 15 minutes (ms)	7.6.0
averageTalkTimeLast15	shortDuration	Average talk time (ms)	7.6.0
averagePostTalkTimeLast15	shortDuration	Average wrap time (ms)	7.6.0
handledLast15	Integer	Contacts handled in the last 15 mins	7.6.0
holdQueueCount	Integer	Total on hold (sum of inbound + outbound)	7.7.0
holdQueueInboundCount	Integer	On hold with source Inbound	10.3.0
holdQueueOutboundCount	Integer	On hold with source Outbound	10.3.0
transferredHoldQueueCount	Integer	Number of clients currently transferred into the hold queue	9.0
currentStartTime	time	Start Time of this interval	7.9.X
currentEndTime	time	End Time of this interval	7.9.X
averageBreakTimeLast15	Integer	Average BREAK TIME in last 15 mins	10.5.8
averageNoWorkTimeLast15	Integer	Average NOWORK TIME in last 15 mins	10.5.8
averageAvailableTimeLast15	Integer	Average AvAILABLE TIME in last 15 mins	10.5.8
averagePreviewTimeLast15	Integer	Average PREVIEW TIME in last 15 mins	10.5.8
averageTransferTimeLast15	Integer	Average TRANSFER TIME in last 15 mins	10.5.8
avgInboundHoldTimeLast15	Integer	Average hold duration of Inbound hold in last 15 mins	11.1.0
avgOutboundHoldTimeLast15	Integer	Average hold duration of Outbound hold in last 15 mins	11.1.0
avgTransferHoldTimeLast15	Integer	Average hold duration of Transfer hold in last 15 mins	11.1.0
timeZone		Time Zone of this AgentGroup	7.8.0
avgClicksLast15	Integer	Average clicks in last 15 minutes for agent group	11.6.0
inboundLongestHoldInQueueCurrent	Integer	inbound Longest Hold In Queue Current.	11.13
inboundLongestHoldInQueueLast15Mins	Integer	inbound Longest Hold In Queue Last 15 Mins.	11.13
averageSpeedOfAnswerCurrent	Integer	Average Speed Of Answer Current.	11.13
averageSpeedOfAnswerLast15Mins	Integer	Average Speed Of Answer Last 15 Mins.	11.13
serviceLevel	Integer	service Level.	11.13
longestCallInQueue	Integer	longest Call In Queue	11.13
connectingContactsCount	Integer	Calls being dialed	11.6
abandonRate	Number	Abandon rate for Dailer passes in %	12.7
abandonRateLast15	Number	Abandon rate in last 15 mins for Dailer passes in %	12.7
inboundActiveCount	Integer	Number of agents on inbound calls today	12.7
outboundActiveCount	Integer	Number of agents on outbound calls today	12.7

AgentState

Field	Type	Description	Since
Agent	User (D)	Agent that state refers to	7.3.3
currentPhoneNumber	string	Current phone number (E.123)	7.3.3
conferenceURI	string	URI of the associated conference	7.9.X
currentContactState	ContactState (D)	Contact on line	7.3.3
currentSubCampaign	SubCampaign (K)	SubCampaign associated with Pass	7.3.3
currentPass	Pass (K)	Pass agent is working on	7.9.X
currentScheduleGroup	ScheduleGroup (D)	Schedule group in context of the current contact	7.3.3
currentCampaignName	string	Campaign name agent is working on	7.3.3
currentSubCampaignName	string	SubCampaign name agent is working on	7.3.3
channel	channelType	Current channel type for this agent	11.7.0
currentRecordingState	RecordingState (D)	RecordingState for the current session (nullable)	8.10
workState	agentWorkStates	State of agent, e.g. Available, Busy, ACW, etc	7.3.3
requestedWorkState	agentWorkStates	Work State requested	7.3.3
pendingWorkState	agentWorkStates	Pending state of agent - null if no pending state	7.3.3
lineState	string	Phone line state of the agent	7.3.3
onlineState	string	Online state of the agent: logged-in, logged out, etc	7.3.3
localTime	dateTime	Current Date/Time in agent's TimeZone	7.3.3
workStateSince	dateTime	Date/Time of last work state transition	7.3.3
lineStateSince	dateTime	Date/Time of last line state transition	7.3.3
onlineStateSince	dateTime	Date/Time of last online state transition	7.3.3
contactInformation	MetaData[]	Agent collected contact information	8.5.0
registrationPIN	Integer	PIN required for registration	8.10
requestedAction	requestedAction	Request an action (e.g. RefreshPIN)	8.10
actionTarget	BaseEntity	Target of the requested action	10.3.0
currentTransferState	TransferState (D)	State of a pending Transfer	9.0
holdQueueCount	Integer	Number of clients currently on hold for this agent	9.0
stationID	Integer	Agent Station Identifier (unique per session)	U
passiveParticipants	AgentState[](S)	List of participants currently monitoring session	10.3.0
activeParticipant	AgentState(S)	Participant who is coaching/barging (nullable)	10.3.0
attributes	Attributes[]	Enumerated attributes of the Agent state	9.2.9
updatedDate	dateTime	Entity last modified date	U
clicksLast15minutes	Integer	Number of clicks by clicker agent in last 15 minutes	11.6
connectingContactsCount	Integer	Number of contacts being dialed under subs targeting an agent group. This stats is populated only for passes using linesPerAgent pacing model as this pacing model uses this stats implicitly.	11.6
application	String	Agent's application type (defined in ApplicationTypes enumeration). Channel on AgentState is deprecated in 11.7.	11.7

Attributes

Attribute	Type	Description	Since
extendedAgentStateURL	string	URL for additional information	9.2.9

Skill

Field	Type	Description	Since
internalId	string	Platform Identifier	U
externalId	string	External (user-defined) identity	U
owner	Org (K)	Abbreviated owning entity	U
description	string	Description of the Skill	U
createdDate	dateTime	Entity created date	U
updatedDate	dateTime	Entity last modified date	U
createdBy	User (K)	Abbreviated creator	U
modifiedBy	User (K)	Abbreviated modifier	U

TransferState

Field	Type	Description	Since
source	User (D)	Transfer source	9.0
target	Entity	Transfer target, could be User, AgentGroup, or Device	9.0
type	transferType	Type of transfer	9.0
result	transferResult	Result of the transfer	9.0
updatedDate	dateTime	Entity last modified date	9.0

ScheduleGroup

Field	Type	Description	Since
internalId	string	Platform Identifier	7.6.0
externalId	string	External (user-defined) identity	7.6.0
Parent	AgentGroup (K)	Abbreviated parent entity	7.6.0
attributes	Attribute[]	Enumerated other attributes of a ScheduleGroup	7.6.0
createdDate	dateTime	Entity created date	7.6.0
updatedDate	dateTime	Entity last modified date	7.6.0
createdBy	User (K)	Abbreviated creator	U
modifiedBy	User (K)	Abbreviated modifier	U

Attributes

Attribute	Type	Description	Since
timeZone	string	Time Zone of ScheduleGroup	7.6.0

ContactState

Field	Type	Description	Since
contact	Contact (D)	Full contact object	7.3.3
currentDevice	Device (D)	Device used to contact the person (outbound) or device the person originated from (inbound)	7.3.3
contactAttempt	ContactAttempt (K)	ContactAttempt associated with this ContactState	7.9.X
Attributes	Attributes[]	Enumerated attributes of the contact state	7.3.3
localTime	dateTime	Current Date/Time in contact's TimeZone	7.3.3
updatedDate	dateTime	Last modified date	U

Attributes

Attribute	Type	Description	Since
holdTime	shortDuration	Hold time duration	7.3.3
scriptState	string	Indication of context that caused Agent interaction	7.3.3
detectionStatus	detectionStatus	Initial determination of call status	7.5.0
contactMode	contactModes	Mode of interaction	7.5.0
interactionTime	shortDuration	Time since first contact (since callState == Connected)	7.5.0
callState	callStates	Call state of the contact	7.5.0
directConnectState	directConnectStates	State of the last Direct Connect (if it exists)	8.5.0
requestedScriptStateTransition	string	Requested transition out of current scriptState	9.1