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事件消息格式

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该文档整理了云呼叫中心2.0中所有事件的消息格式以及示例值。

所有事件公共字段

下列三个字段为所有类型事件的公共字段。

字段

名称

示例值

eventTime

事件时间

2021-04-14T02:34:00.447Z(格林威治时间)

eventType

事件类型

本节介绍的所有事件类型中任意一种。

instanceId

呼叫中心实例ID

report-test-2

坐席类事件

下面两个字段为所有坐席类事件的公共字段

字段

名称

示例值

skillGroupIds

签入技能组ID列表

skg-default@report-test-2,skillgroup@report-test-2

agentId

坐席ID

test@report-test-2

  • AgentCheckIn

字段

名称

示例值

skillLevels

技能组等级列表

[{"skillLevel":5,"skillGroupId":"skg-default@ccc-staging-2"},{"skillLevel":5,"skillGroupId":"vvip@ccc-staging-2"}]

  • AgentReady

字段

名称

示例值

outboundScenario

是否为仅外呼模式

0、1。

  • AgentDialing

字段

名称

示例值

contactId

话务ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

通话通道ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

呼叫类型

INTERNAL(内部通话)、

INBOUND(呼入)、

OUTBOUND(呼出)、

CONFERENCE(会议)、

BACK2BACK(双呼)、

PREDICTIVE(预测式外呼)、

CONSULTANT(咨询)、

MONITOR(监听)、

COACH(辅导)、

BARGE(强插)、

INTERCEPT(强拆)。

skillGroupId

技能组ID

skg-default@report-test-2

scenario

拨号场景

BLIND_TRANSFER(直接转接)、

ATTENDED_TRANSFER(咨询转接)、

CONSULTED(咨询)、

MONITORING(监听中)、

COACHING(辅导中)、

INTERCEPTING(强拆中)、

INTERCEPTED(强拆完成)、

BARGING(强插中)、

CONFERENCE(会议)。

  • AgentRinging

字段

名称

示例值

contactId

话务ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

通话通道ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

呼叫类型

同上。

skillGroupId

技能组ID

skg-default@report-test-2

scenario

拨号场景

同上。

  • AgentTalk

字段

名称

示例值

contactId

话务ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

通话通道ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

呼叫类型

同上。

skillGroupId

技能组ID

skg-default@report-test-2

scenario

拨号场景

同上。

  • AgentRelease

字段

名称

示例值

contactId

话务ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

通话通道ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

呼叫类型

同上。

skillGroupId

技能组ID

skg-default@report-test-2

scenario

拨号场景

同上。

  • AgentBreak

字段

名称

示例值

breakCode

小休事件代码

功能开发中,即将发布。

  • AgentCheckOut

无特有字段,继承公有字段。

  • AgentRingingTimeout

字段

名称

示例值

contactId

话务ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

通话通道ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

呼叫类型

同上。

skillGroupId

通话相关的技能组ID

skg-default@report-test-2

scenario

拨号场景

同上。

  • SatisfactionSurveyOffer

字段

名称

示例值

contactId

话务ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

skillGroupId

通话相关的技能组ID

skg-default@report-test-2

surveyChannel

调查发送方式

IVR(语音满意度)、

SMS(短信满意度)。

callType

呼叫类型

同上。

caller

主叫号码

1388888****

callee

被叫号码

0111234****

  • SatisfactionSurveyResponse

字段

名称

示例值

contactId

话务ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

skillGroupId

通话相关的技能组ID

skg-default@report-test-2

surveyChannel

调查发送方式

同上。

rating

满意度评级

1

userInput

按键记录

功能开发中,即将发布。

话务类事件

下面八个字段为所有话务类事件的公共字段

字段

名称

示例值

contactId

话务ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

通话通道ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

callType

呼叫类型

同上。

caller

主叫号码

1388888****

callee

被叫号码

0111234****

contactFlowId

联系流ID

3a094311-1c41-4d25-9894-635f7562ea07

  • Dialing

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

scenario

拨号场景

同上。

  • Ringing

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

destination

目的方

80002301

skillGroupId

技能组ID

skg-default@report-test-2

scenario

拨号场景

同上。

  • Established

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

scenario

拨号场景

同上。

  • Released

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

releaseReason

挂断原因

挂断原因来源于SIP信令中,如果不熟悉SIP返回码,可以咨询云呼售后技术支持钉钉号。示例值:200 - Okay。

scenario

拨号场景

同上。

  • Held

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

heldChannelId

被保持的通道ID

ch-customer-0111234****-1010-1618315850388-job-103826849851777024

  • Retrieved

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

retrievedChannelId

被取回的通道ID

ch-customer-0111234****-1010-1618315850388-job-103826849851777024

  • Muted

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

mutedChannelId

被静音的通道ID

功能开发中,即将发布。

  • Unmuted

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

unmutedChannelId

被取消静音的通道ID

功能开发中,即将发布。

  • BlindTransfer

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

originator

转接发起方

80001878

destination

转接目的方

80002301

  • AttendedTransfer

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

originator

转接发起方

80001878

destination

转接目的方

80002301

  • InitiateConsultant

字段

名称

示例值

agentId

坐席ID(咨询发起方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

counterparty

被咨询方

zhangli@report-test-2

  • StartConsultant

字段

名称

示例值

agentId

坐席ID(咨询发起方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

counterparty

被咨询方

zhangli@report-test-2

  • StopConsultant

字段

名称

示例值

agentId

坐席ID(咨询发起方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

counterparty

被咨询方

zhangli@report-test-2

  • StartConference

字段

名称

示例值

agentId

坐席ID(发起会议方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

participants

参会方

[{"callee": "1871111****","caller": "05711111****"},{"callee": "1821111****","caller": "05711111****"}]

  • StopConference

字段

名称

示例值

agentId

坐席ID(挂断会议方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

  • Route2IVR

字段

名称

示例值

flowType

联系流类型

MAIN_FLOW(主流程)、

SUB_FLOW(子流程)、

SURVEY_FLOW(满意度流程)。

  • Abandoned

字段

名称

示例值

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

abandonPhase

放弃阶段

IVR(IVR交互阶段)、

Queuing(排队阶段)、

Ringing(坐席振铃阶段)。

  • Enqueue

字段

名称

示例值

queueType

队列类型

SkillGroup(技能组)、

Agent(坐席)。

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

  • QueueingTimeout

字段

名称

示例值

queueType

队列类型

SkillGroup(技能组)、

Agent(坐席)。

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

  • AssignAgent

字段

名称

示例值

queueType

队列类型

SkillGroup(技能组)、

Agent(坐席)。

agentId

坐席ID

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

  • StartMonitor

字段

名称

示例值

agentId

坐席ID(被监听方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

counterparty

监听方

zhangli@report-test-2

  • StopMonitor

字段

名称

示例值

agentId

坐席ID(被监听方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

counterparty

监听方

zhangli@report-test-2

  • StartCoach

字段

名称

示例值

agentId

坐席ID(辅导方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

counterparty

被辅导方

zhangli@report-test-2

  • StopCoach

字段

名称

示例值

agentId

坐席ID(辅导方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

counterparty

被辅导方

zhangli@report-test-2

  • BargeIn

字段

名称

示例值

agentId

坐席ID(强插方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

counterparty

被强插方

zhangli@report-test-2

  • Intercept

字段

名称

示例值

agentId

坐席ID(强拆方)

agent@report-test-2

skillGroupId

技能组ID

skg-default@report-test-2

counterparty

被强拆方

zhangli@report-test-2

  • TextStream

字段

名称

示例值

skillGroupId

技能组ID

skg-default@report-test-2

agentId

坐席ID

nihao nihao agent@report-test-2

channelType

话务通道类型

agent(坐席)、

customer(客户)。

channelName

话务通道名称

ch-user-1018-80002301-1618366018463-job-a6370a73-4a4a-4389-b884-c89e4cef27fe

text

ASR识别结果

你好,hello。

finished

一句话是否结束

0、1。

beginTime

对话开始时间

2021-04-14T01:56:55Z(格林威治时间)

beginOffsetMS

句子开始时间相对于会话开始时间的偏移量,单位是毫秒。

1380

endOffsetMS

当前已经处理完成的语音时间相对于会话开始时间的偏移量,单位是毫秒。

2370

extraInfo

ASR识别的其他信息

speechRate=89;emotionIndex=0

  • MediaStream

字段

名称

示例值

skillGroupId

技能组ID

skg-default@report-test-2

agentId

坐席ID

nihao nihao agent@report-test-2

customerId

客户标识,一般是客户的电话号码。

1312121****

channelType

话务通道类型

agent(坐席)、

customer(客户)。

channelName

话务通道名称

ch-user-1018-80002301-1618366018463-job-a6370a73-4a4a-4389-b884-c89e4cef27fe

streamingContactId

推流服务内部的话务ID,用于在推流服务内部唯一标识一通电话。

job-25601390577562****_SPtUD_1654600088436

streamingSessionEvent

推流会话事件

SessionStart

streamingChannelAction

推流通道的活动类型

Create

streamChannelCallId

推流通道所对应的SIP信令的CallId

44acb7c6-60f5-123b-7eae-00163e121d3ewytCp

originalChannelCallId

原始通道所对应的SIP信令的CallId

44acb7c6-60f5-123b-7eae-00163e121d3e

streamingChannelFlag

推流通道的标志

0

streamingStartTime

推流通道媒体流的开始时间

2022-06-07T11:10:23Z

mediaType

音频格式

ulaw

mediaSample

采样率

8000

streamingServerUrl

推流服务的URL

wss://real-pipe-proxy-mybank-shanghai.aliyuncs.com

streamingDataLocation

媒体数据的地址

ws://172.25.***.***:88888

extraInfo

ASR识别的其他信息

speechRate=89;emotionIndex=0

  • RecordingReady

字段

名称

示例值

startTime

录音开始时间,呼入场景下为转人工接听时间。呼出场景为拨号后用户接听时间。

2021-04-14T01:56:55Z(格林威治时间)

endTime

录音结束时间,如果没有发起满意度调查,则为通话结束时间,否则为坐席发起满意度调查的时间。

2021-04-14T01:57:25Z(格林威治时间)

duration

录音时长,单位秒。坐席和客户都参与的情况下才会生成录音。

60

agentIds

座席ID列表

agent@report-test-2

fileName

文件名称

job-d0103c3e-db21-4075-9292-f88b1f978b24.wav

downloadURL

下载地址

OSS的下载链接。

  • DualTrackRecordingReady

字段

名称

示例值

startTime

录音开始时间,呼入场景下为转人工接听时间。呼出场景为拨号后用户接听时间。

2021-04-14T01:56:55Z(格林威治时间)

endTime

录音结束时间,如果没有发起满意度调查,则为通话结束时间,否则为坐席发起满意度调查的时间。

2021-04-14T01:57:25Z(格林威治时间)

duration

录音时长,单位秒。坐席和客户都参与的情况下才会生成录音。

60

agentIds

座席ID列表

agent@report-test-2

fileName

文件名称

job-d0103c3e-db21-4075-9292-f88b1f978b24.wav

downloadURL

下载地址

OSS的下载链接。

  • CDRReady

字段

名称

示例值

startTime

开始时间。 呼出场景下,开始时间指开始拨号时间;呼入场景下,开始时间指电话进入IVR时间;双呼场景下,开始时间指开始拨号时间。

2021-04-14T01:56:55Z(格林威治时间)

establishedTime

通话建立时间。双呼场景下,通话建立和结束时间都是指第一通电话的时间。如果电话未接通,则此参数为空。

2021-04-14T01:56:55Z(格林威治时间)

endTime

结束时间

2021-04-14T01:57:25Z(格林威治时间)

dispositionCode

挂机代码

Success(正常)、

AbandonedInQueue(排队放弃)、

AbandonedRing(振铃放弃)、

AbandonedInContactFlow(IVR中放弃)、

NoAnswer(未接通)、

Reject(客户拒接)。

agentIds

座席ID列表

agent@report-test-2

skillGroupIds

技能组ID列表

skg-default@report-test-2

IVR轨迹类事件

  • IvrTracking

字段

名称

示例值

contactId

话务ID

job-f8e9639a-81b8-4740-8af7-c13cc1553919

channelId

通话通道ID

19aafd79-ba0c-4102-8e58-9a699d4e5811

caller

主叫号码

1388888****

callee

被叫号码

0111234****

flowId

IVR流程ID

3a094311-1c41-4d25-9894-635f7562ea07

flowType

IVR流程类型

MAIN_FLOW(主流程)、

SUB_FLOW(子流程)、

SURVEY_FLOW(满意度流程)。

nodeId

IVR节点ID

dda23597

nodeName

IVR节点名称,由用户在配置IVR模块时设置,关联“模块名称”属性。

转人工模块

nodeType

IVR节点类型

PLAY_SAY(放音)、

TRANSFER_TO_AGENT(转人工)、

FORWARD_TO_OUTSIDE_NUMBER(转外部号码)、

GATHER_INPUT(收号)、

BRANCH(分支)、

HANGUP(结束)、

FUNCTION_COMPUTE(函数计算)、

VOICE_NAVIGATOR(智能语音导航)。

nodeExitCode

IVR节点退出时触发的事件

Success(成功)、

Failure(失败)、

Hangup(客户挂机)、

Timeout(队列/函数/收号等超时)、

Overflow(队列溢出)、

Default(逻辑判断缺省出口)、

Branch-A/B/C(各个逻辑判断出口)。

nextNodeId

下一个要执行的节点ID

58d5ae90

nodeProperties

IVR节点属性

内容与IVR节点类型有关,详情见下表的补充内容。

nodeVariables

IVR节点在运行时设置的变量

内容与IVR节点类型有关,详情见下表的补充内容。

nodeAction

节点动作

ENTER(进入)、

LEAVE(离开)。

channelVariables

随路数据

补充:下表列出了在不同的nodeType类型中nodeProperties和nodeVariables字段的示例值。大部分的nodeProperties变量可以通过IVR模块界面设置,nodeProperties变量是静态的,在模块编辑完成时就已经确定,而nodeVariables是动态的,它是在运行过程中产生的变量。

nodeType

nodeProperties

nodeVariables

PLAY_SAY

{
 "say": "正在转人工"
}

say:文字转语音的内容。

{
 "play": "aaa.wav"
}

play:使用的音频文件。

TRANSFER_TO_AGENT

{
 "queuePriority": 5,
 "agentGreetingSay": "你好,工号 ${agentDisplayName} 为您服务",
 "routingStrategy": "MOST_IDLE",
 "positionHintsSay": "请耐心等候,当前 ${queuePosition} 位",
 "queuingOverflowThreshold": "300",
 "say": "现在播放时区${sys.dateTime.zone} 播放星期 ${sys.dateTime.dayOfWeek} ",
 "periodicAnnouncementIntervalSeconds": 20,
 "queuingTimeoutSeconds": "600",
 "skillGroupId": "liutong@report-test-2",
 "routingStrategyParams": "{}"
}

queuePriority:优先级。

agentGreetingSay:坐席接起前播报内容。

routingStrategy:转接策略。

positionHintsSay:当前排队位置播报内容。

queuingOverflowThreshold:电话进入队列时,如果当前排队的电话个数超过指定的阈值,则直接溢出。

say:排队播报内容。

periodicAnnouncementIntervalSeconds:轮播时长间隔(单位:秒)。

queuingTimeoutSeconds:排队超时时间。

skillGroupId:转接技能组。

routingStrategyParams:转接策略参数。

{
 "agentChannelId": "ch-user-1866-80002300-1619332030313-job-7608da25-21cc-45fe-a0ce-217fd7495806"
}

agentChannelId:分配到的坐席的ChannelId。

FORWARD_TO_OUTSIDE_NUMBER

{
 "caller": "01112345678",
 "callee": "1013"
}

caller:转外线的主叫号码。

callee:转外线的被叫号码。

GATHER_INPUT

{
 "maxTries": 5,
 "regex": "",
 "minLength": 1,
 "say": "请输入分支,按1转人工,按2转坐席。",
 "terminator": "#",
 "maxLength": 1,
 "timeout": 10
}

maxTries:最大尝试次数。

regex:按键正则校验。

minLength:按键最小长度。

say:文字转语音内容。

terminator:终止符。

maxLength:按键最大长度。

timeout:用户按键输入超时时间。

{
 "digits": "1"
}

digits:输入。

BRANCH

{
 "expression": "'1'=='1'"
}

expression:输入匹配到的分支表达式。

HANGUP

FUNCTION_COMPUTE

{
 "functionName": "HelloWorld",
 "parameters": "[{\"key\":\"name\",\"value\":\"alice\"},{\"key\":\"age\",\"value\":\"18\"}]"
}

functionName:调用的函数名称。

parameters:调用的函数的参数。

{
 "responseBody": "{\"name\":\"Dear Sir undefined\",\"greeting\":\"Welcome!\"}",
 "requestParams": "[{\"key\":\"name\",\"value\":\"2021\"}]",
 "responseCode": 200
}

responseBody:函数响应结果。

requestParams:函数请求参数。

reponseCode:函数响应码。

VOICE_NAVIGATOR

功能开发中,即将发布。

功能开发中,即将发布。

预测式外呼事件

下面两个字段为所有预测式外呼类事件的公共字段

字段

名称

示例值

queueId

调度队列ID

skg-default@report-test-2

campaignId

外呼活动ID

ab11908b-6ebc-4b0c-b51e-3e17c7060

  • CampaignSubmitted

无特有字段,继承公有字段。

  • CampaignPaused

无特有字段,继承公有字段。

  • CampaignResumed

无特有字段,继承公有字段。

  • CampaignAborted

无特有字段,继承公有字段。

  • CampaignCompleted

无特有字段,继承公有字段。

  • CaseAttempted

字段

名称

示例值

caseId

任务ID

8aea3b64-2ry6-47c3-a005-10739906a48e

referenceId

业务ID,客户自定义

2ry6-47c3-a005

extraInfo

业务信息,客户自定义

{"姓名":"张三","caseNo":"2ry6-47c3-a005"}

attemptedCount

尝试次数

1

jobId

话务ID

job-22549914729321****

caller

主叫

0111234****

callee

被叫

1388888****

state

呼叫结果

  • Connected

  • Failed

Failed

contactDispositon

呼叫结果, 针对Failed,后续会增加早媒体(占线、欠费、停机等)识别结果

  • Success(正常)

  • AbandonedInQueue(排队放弃)

  • AbandonedInRing(振铃放弃)

  • AbandonedInIVR(IVR放弃)

  • NoAnswer(未接通)

  • Voicemail(语音邮箱)

  • QueuingTimeout(排队超时)

  • QueuingOverflow(排队溢出)

  • QueuingFailed(转人工失败)

  • AbandonedInVoiceNavigator(智能导航放弃)

  • IVRException(IVR异常)

  • ForwardToOutsideNumber(外线)

  • Reject(客户拒接)

NoAnswer

abandonPhase

放弃阶段

  • IVR(IVR交互中)

  • Queueing(排队中)

  • Ringing(坐席振铃中)

  • NA(空)

NA

agentId

座席ID

agent@report-test-2

事件格式示例

AgentCheckIn

{
    "agentId":"agent@ccc-test",
    "eventTime":"2022-06-28T01:12:46.131Z",
    "eventType":"AgentCheckIn",
    "instanceId":"ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test",
    "skillLevels":[
        {
            "skillGroupId":"skillgroup1@ccc-test",
            "skillLevel":5
        },
        {
            "skillGroupId":"skillgroup2@ccc-test",
            "skillLevel":8
        }
    ],
    "workMode":"ON_SITE"
}

AgentReady

{
    "agentId":"agent@ccc-test",
    "eventTime":"2022-06-28T01:21:50.088Z",
    "eventType":"AgentReady",
    "instanceId":"ccc-test",
    "outboundScenario":true,
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentDialing

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "channelId":"ch-user-1760265****-8028****-1656379498152-job-26347736147911****",
    "contactId":"job-26347736147911****",
    "eventTime":"2022-06-28T01:24:58.162Z",
    "eventType":"AgentDialing",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentRinging

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "channelId":"ch-user-1892082****-8027****-1656382860790-job-c87272a4-3a0f-43c6-b00e-9f78f4a7****",
    "contactId":"job-c87272a4-3a0f-43c6-b00e-9f78f4a7****",
    "eventTime":"2022-06-28T02:21:01.866Z",
    "eventType":"AgentRinging",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentTalk

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "channelId":"ch-user-1779315****-8022****-1656384555441-job-26d27ea4-63fa-47d9-93d5-3ec7b5cc****",
    "contactId":"job-26d27ea4-63fa-47d9-93d5-3ec7b5cc****",
    "eventTime":"2022-06-28T02:49:18.168Z",
    "eventType":"AgentTalk",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentRelease

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "channelId":"ch-user-1775203****-8028****-1656384637394-job-26349891702237****",
    "contactId":"job-26349891702237****",
    "eventTime":"2022-06-28T02:51:20.889Z",
    "eventType":"AgentRelease",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentBreak

{
    "agentId":"agent@ccc-test",
    "breakCode":"default",
    "eventTime":"2022-06-28T02:53:14.319Z",
    "eventType":"AgentBreak",
    "instanceId":"ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentCheckOut

{
    "agentId":"agent@ccc-test",
    "eventTime":"2022-06-28T02:54:25.560Z",
    "eventType":"AgentCheckOut",
    "instanceId":"ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

AgentRingingTimeout

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "channelId":"ec5026c6-136c-4524-95f3-a4841321****",
    "contactId":"job-642dfca0-6220-433b-bad6-c8c86616****",
    "eventTime":"2022-06-28T03:02:33.064Z",
    "eventType":"AgentRingingTimeout",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test"
}

SatisfactionSurveyOffer

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"0275977****",
    "caller":"1501718****",
    "contactId":"job-58b60028-491a-4fbc-b936-3b99d35d****",
    "eventTime":"2022-06-28T02:56:19.333Z",
    "eventType":"SatisfactionSurveyOffer",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "surveyChannel":"IVR"
}

SatisfactionSurveyResponse

{
    "agentId":"agent@ccc-test",
    "contactId":"job-90e769da-93f1-432e-aade-d00d2fb9****",
    "eventTime":"2022-06-28T02:58:32.069Z",
    "eventType":"SatisfactionSurveyResponse",
    "instanceId":"ccc-test",
    "rating":"1",
    "surveyChannel":"IVR"
}

Dialing

{
    "agentId":"agent@ccc-test",
    "broker":"0206629****",
    "callType":"BACK2BACK",
    "callee":"1585152****",
    "caller":"1872182****",
    "channelId":"ch-user-0206629****-1872182****-1656385068797-job-26350072646189****",
    "contactId":"job-26350072646189****",
    "eventTime":"2022-06-28T02:57:48.801Z",
    "eventType":"Dialing",
    "instanceId":"ccc-test"
}

Ringing

{
    "callType":"OUTBOUND",
    "callee":"1357087****",
    "caller":"0206624****",
    "channelId":"ch-customer-0206624****-1357087****-1656385139148-job-26350102152699****",
    "contactId":"job-26350102152699****",
    "eventTime":"2022-06-28T02:59:01.843Z",
    "eventType":"Ringing",
    "instanceId":"ccc-test"
}

Established

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1522153****",
    "caller":"05712801****",
    "channelId":"ch-user-1522153****-8010****-1656385228883-job-26350139790706****",
    "contactId":"job-26350139790706****",
    "eventTime":"2022-06-28T03:00:44.526Z",
    "eventType":"Established",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

Released

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1301530****",
    "caller":"05712801****",
    "channelId":"ch-user-1301530****-8010****-1656385331416-job-26350182796578****",
    "contactId":"job-26350182796578****",
    "eventTime":"2022-06-28T03:02:54.449Z",
    "eventType":"Released",
    "instanceId":"ccc-test",
    "releaseInitiator":"1301530****",
    "releaseReason":"480 - Temporarily Unavailable",
    "skillGroupId":"skillgroup1@ccc-test"
}

Held

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"951****",
    "caller":"1768127****",
    "channelId":"ch-user-1768127****-8028****-1655785144785-job-bb2c77ca-c982-44dc-be83-7361e9e1****",
    "contactId":"job-bb2c77ca-c982-44dc-be83-7361e9e1****",
    "eventTime":"2022-06-21T04:21:51.993Z",
    "eventType":"Held",
    "heldChannelId":"9286a672-027d-4f22-aa3f-c661afa9****",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

Retrieved

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"05718866****",
    "caller":"1358511****",
    "channelId":"ch-user-1358511****-8028****-1655791298510-job-5c1fcf17-9653-4cd3-9d46-013fb262****",
    "contactId":"job-5c1fcf17-9653-4cd3-9d46-013fb262****",
    "eventTime":"2022-06-21T06:03:07.852Z",
    "eventType":"Retrieved",
    "instanceId":"ccc-test",
    "retrievedChannelId":"05811ecc-8184-4aac-9058-037ef7ea****",
    "skillGroupId":"skillgroup1@ccc-test"
}

BlindTransfer

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"0275977****",
    "caller":"1868614****",
    "channelId":"ch-user-8022****-8022****-1656291688819-job-cb384e0f-e252-4cbe-8041-04be2bbf****",
    "contactId":"job-cb384e0f-e252-4cbe-8041-04be2bbf****",
    "destination":"8022****",
    "eventTime":"2022-06-27T01:01:28.868Z",
    "eventType":"BlindTransfer",
    "instanceId":"ccc-test",
    "originator":"8022****",
    "skillGroupId":"skillgroup1@ccc-test"
}

AttendedTransfer

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1065****",
    "caller":"0101234****",
    "channelId":"ch-user-8000****-8000****-1656397276817-job-26355188395986****",
    "contactId":"job-26355188395986****",
    "destination":"80001015",
    "eventTime":"2022-06-28T06:21:24.700Z",
    "eventType":"AttendedTransfer",
    "instanceId":"ccc-test",
    "originator":"8000****",
    "skillGroupId":"skillgroup1@ccc-test"
}

InitiateConsultant

{
    "agentId":"agent@ccc-test",
    "callType":"CONSULTANT",
    "callee":"8000****",
    "caller":"8001****",
    "channelId":"ch-user-8000****-8001****-1656397276817-job-26355188395986****",
    "contactId":"job-26355188395986****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T06:21:16.873Z",
    "eventType":"InitiateConsultant",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

StartConsultant

{
    "agentId":"agent1@ccc-test",
    "callType":"CONSULTANT",
    "callee":"8000****",
    "caller":"8001****",
    "channelId":"ch-user-8000****-8001****-1656397276817-job-26355188395986****",
    "contactId":"job-26355188395986****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T06:21:20.980Z",
    "eventType":"StartConsultant",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup@ccc-test"
}

StopConsultant

{
    "agentId":"agent1@ccc-test",
    "callType":"CONSULTANT",
    "callee":"8000****",
    "caller":"8000****",
    "channelId":"ch-user-8000****-8000****-1656397276817-job-26355188395986****",
    "contactId":"job-26355188395986****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T06:21:24.700Z",
    "eventType":"StopConsultant",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

StartConference

{
    "agentId":"agent1@ccc-test",
    "callType":"CONFERENCE",
    "channelId":"ch-user-8000****-8001****-1656397696298-job-26355369003136****",
    "contactId":"job-26355369003136****",
    "eventTime":"2022-06-28T06:28:16.368Z",
    "eventType":"StartConference",
    "instanceId":"ccc-test",
    "participants":[
        {
            "agentId":"agent2@ccc-test",
            "callee":"8000****",
            "caller":"8001****",
            "skillGroupId":"skillgroup1@ccc-test"
        },
        {
            "callee":"1065****",
            "caller":"0101111****"
        }
    ],
    "skillGroupId":"skillgroup1@ccc-test"
}

Route2IVR

{
    "callType":"INBOUND",
    "callee":"951****",
    "caller":"1858928****",
    "channelId":"5b7bfb46-f187-4751-b2dc-554c4da6****",
    "contactFlowId":"449ac16c-d539-48a8-9f77-47155d50****",
    "contactId":"job-89d3978a-ba90-40f3-b1ce-df3c6cec****",
    "eventTime":"2022-06-20T12:21:50.123Z",
    "eventType":"Route2IVR",
    "flowType":"MAIN_FLOW",
    "instanceId":"ccc-test",
    "messageTime":1655727710123
}

Abandoned

{
    "abandonPhase":"IVR",
    "callType":"INBOUND",
    "callee":"951****",
    "caller":"1318607****",
    "channelId":"293a73a4-cb67-47d1-acf5-ca409326****",
    "contactFlowId":"449ac16c-d539-48a8-9f77-47155d50****",
    "contactFlowType":"MAIN_FLOW",
    "contactId":"job-bc3eccc6-661e-4cda-80ed-dbcea248****",
    "eventTime":"2022-06-20T12:17:11.728Z",
    "eventType":"Abandoned",
    "instanceId":"ccc-test"
}

Enqueue

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"05718866****",
    "caller":"1786820****",
    "channelId":"5fac5b7f-5467-4702-9393-77d926ea****",
    "contactFlowId":"CBX8_2nP****",
    "contactId":"job-b3728041-9f7d-4a4c-8b60-62a51739****",
    "eventTime":"2022-06-28T00:02:09.330Z",
    "eventType":"Enqueue",
    "flowType":"MAIN_FLOW",
    "instanceId":"ccc-test",
    "messageTime":1656374529330,
    "queueType":"Agent"
}

QueueingTimeout

{
    "callType":"INBOUND",
    "callee":"05718930****",
    "caller":"1771275****",
    "channelId":"e43a2047-0d09-482a-baf0-fe1cfc40****",
    "contactId":"job-527d73a4-c59a-46ea-999f-c4362f21****",
    "eventTime":"2022-06-28T00:48:29.869Z",
    "eventType":"QueueingTimeout",
    "instanceId":"ccc-test",
    "queueType":"SkillGroup",
    "skillGroupId":"skillgroup1@ccc-test"
}

AssignAgent

{
    "agentId":"agent@ccc-test",
    "callType":"INBOUND",
    "callee":"05718866****",
    "caller":"1786820****",
    "channelId":"5fac5b7f-5467-4702-9393-77d926ea****",
    "contactId":"job-b3728041-9f7d-4a4c-8b60-62a51739****",
    "eventTime":"2022-06-28T00:02:09.764Z",
    "eventType":"AssignAgent",
    "instanceId":"ccc-test",
    "queueType":"SkillGroup",
    "skillGroupId":"skillgroup1@ccc-test"
}

StartMonitor

{
 "agentId": "agent1@ccc-test",
 "callType": "OUTBOUND",
 "callee": "1065****",
 "caller": "0101234****",
 "channelId": "ch-user-1065****-8000****-1656400756594-job-26356652585570****",
 "contactId": "job-26356652585570****",
 "counterparty": "agent2@ccc-test",
 "eventTime": "2022-06-28T07:19:24.200Z",
 "eventType": "StartMonitor",
 "instanceId": "ccc-test",
 "skillGroupId": "skillgroup1@ccc-test"
}

StopMonitor

{
    "agentId":"agent1@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1065****",
    "caller":"0101234****",
    "channelId":"ch-user-1065****-8000****-1656400756594-job-26356652585570****",
    "contactId":"job-26356652585570****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T07:19:26.300Z",
    "eventType":"StopMonitor",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

StartCoach

{
    "agentId":"agent1@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1065****",
    "caller":"0101234****",
    "channelId":"ch-user-1065****-8000****-1656400735632-job-26356634688894****",
    "contactId":"job-26356634688894****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T07:19:04.840Z",
    "eventType":"StartCoach",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

StopCoach

{
    "agentId":"agent1@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1065****",
    "caller":"0101234****",
    "channelId":"ch-user-1065****-8000****-1656400735632-job-26356634688894****",
    "contactId":"job-26356634688894****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T07:19:08.020Z",
    "eventType":"StopCoach",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup@ccc-test"
}

BargeIn

{
    "agentId":"agent1@ccc-test",
    "callType":"BARGE",
    "callee":"8000****",
    "caller":"8001****",
    "channelId":"ch-user-8000****-8001****-1656400767426-job-26356652585570****",
    "contactId":"job-26356652585570****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T07:19:28.720Z",
    "eventType":"BargeIn",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

Intercept

{
    "agentId":"agent1@ccc-test",
    "callType":"INTERCEPT",
    "callee":"8000****",
    "caller":"1065****",
    "channelId":"ch-user-1065****-8000****-1656400735632-job-26356634688894****",
    "contactId":"job-26356634688894****",
    "counterparty":"agent2@ccc-test",
    "eventTime":"2022-06-28T07:18:55.680Z",
    "eventType":"Intercept",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test"
}

TextStream

{
    "agentId":"agent@ccc-test",
    "beginOffsetMS":623860,
    "beginTime":"2022-06-20T12:03:08Z",
    "callType":"OUTBOUND",
    "callee":"1527155****",
    "caller":"05710000****",
    "channelId":"ch-user-1527155****-8031****-1655725954288-job-26073619978162****",
    "channelName":"ch-user-1527155****-8031****-1655725954288-job-26073619978162****",
    "channelType":"agent",
    "contactId":"job-26073619978162****",
    "customerId":"1527155****",
    "endOffsetMS":624834,
    "eventTime":"2022-06-20T12:03:11Z",
    "eventType":"TextStream",
    "extraInfo":"speechRate=75;emotionIndex=0",
    "finished":true,
    "instanceId":"predictivecall",
    "skillGroupId":"skillgroup1@ccc-test",
    "text":"****",
    "wordInfoList":[
        {
            "beginOffsetMS":623860,
            "endOffsetMS":624347,
            "word":"****"
        },
        {
            "beginOffsetMS":624347,
            "endOffsetMS":624834,
            "word":"****"
        }
    ]
}

MediaStream

{
    "agentId":"agent@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1587148****",
    "caller":"951****",
    "channelId":"ch-user-1587148****-8027****-1655726380579-job-26073798783017****",
    "channelName":"ch-user-1587148****-8027****-1655726380579-job-26073798783017****",
    "channelType":"agent",
    "contactId":"job-26073798783017****",
    "customerId":"1587148****",
    "eventTime":"2022-06-20T12:03:12Z",
    "eventType":"MediaStream",
    "extraInfo":"",
    "instanceId":"ccc-test",
    "skillGroupId":"skillgroup1@ccc-test",
    "streamingContactId":"job-26073798783017****_EIaiH_1655726398997",
    "streamingSessionEvent":"SessionFinish"
}

RecordingReady

{
    "agentIds":"agent@ccc-test",
    "contactId":"job-d55111ba-41c7-4226-90ae-d7be729a****",
    "downloadURL":"https://****.oss-cn-shanghai.aliyuncs.com/ccc-record-mixed/ccc-test/2022/06/job-d55111ba-41c7-4226-90ae-d7be729a****.wav?Expires=1655812992&OSSAccessKeyId=****&Signature=****",
    "duration":178,
    "endTime":"2022-06-20T12:02:53.821Z",
    "eventTime":"2022-06-20T12:03:12.531Z",
    "eventType":"RecordingReady",
    "fileName":"job-d55111ba-41c7-4226-90ae-d7be729a****.wav",
    "instanceId":"ccc-test",
    "startTime":"2022-06-20T11:59:56.743Z"
}

DualTrackRecordingReady

{
    "agentIds":"agent@ccc-test",
    "contactId":"job-26073827232141****",
    "downloadURL":"https://****.oss-cn-shanghai.aliyuncs.com/ccc-record-mixed/ccc-test/2022/06/job-26073827232141****.mkv?Expires=1655812991&OSSAccessKeyId=****&Signature=****",
    "duration":102,
    "endTime":"2022-06-20T12:02:48.930Z",
    "eventTime":"2022-06-20T12:03:11.638Z",
    "eventType":"DualTrackRecordingReady",
    "fileName":"job-26073827232141****.mkv",
    "instanceId":"ccc-test",
    "startTime":"2022-06-20T12:01:07.916Z"
}

CDRReady

{
    "agentIds":"agent1@ccc-test,agent2@ccc-test",
    "callType":"OUTBOUND",
    "callee":"1598388****",
    "caller":"1650111****",
    "contactId":"job-26073887236278****",
    "dispositionCode":"NoAnswer",
    "endTime":"2022-06-20T12:03:11.968Z",
    "eventTime":"2022-06-20T12:03:12.243Z",
    "eventType":"CDRReady",
    "instanceId":"ccc-test",
    "skillGroupIds":"skillgroup1@ccc-test,skillgroup2@ccc-test",
    "startTime":"2022-06-20T12:03:11.478Z"
}

IvrTracking

{
    "callee":"951****",
    "caller":"1358879****",
    "channelId":"9c14d153-8ce1-4c93-bbcf-905d8885****",
    "contactId":"job-a80142d2-f3a4-4950-ad37-f30aa4c0****",
    "eventTime":"2022-06-20T12:07:35.132Z",
    "eventType":"IvrTracking",
    "flowId":"449ac16c-d539-48a8-9f77-47155d50****",
    "flowType":"MAIN_FLOW",
    "instanceId":"ccc-test",
    "nextNodeId":"10",
    "nodeAction":"LEAVE",
    "nodeExitCode":"Success",
    "nodeId":"7",
    "nodeName":"欢迎语",
    "nodeProperties":{
        "play":"75029307E1438FF192F06C170E87****.wav",
        "audioResourceId":"925c9600-9733-47c1-8edd-80757a41****.wav"
    },
    "nodeType":"PLAY_OR_SAY",
    "nodeVariables":{

    }
}
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