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
|
