Agent call event fields
This page describes the fields that are generated for an agent call event.
| Event | Description |
|---|---|
| callUuid | A call identifier. |
| callType | Inbound or outbound. |
| customerUri | The caller’s phone number. If the caller witheld their number (cliRestricted = true), this is excluded. |
| userProvidedCli | The caller’s CLI. If the caller witheld their number (cliRestricted = true), this is excluded. |
| cliRestricted | Whether or not the caller withheld their CLI.If the caller witheld their CLI, cliRestricted = true. If the caller did not withold their CLI, cliRestricted = false. |
| cliRestrictedEnum | If the caller withheld their CLI, either a number of digits may be missing from the end of the calling number or shown as asterisks, or the number is shown as “Anonymous”.If the Mask user CLI numbers in agent statistics feature has been set for your company by an administrator, the last three digits of all calling numbers are shown as asterisks. |
| resolvedCall | Whether or not the call was resolved. |
| serviceNumber | The service number that was called. |
| serviceNumberName | The name of the service that was called. |
| supervisor | Whether or not the agent was a supervisor.If the agent was a supervisor, this is set to true. If the agent was not a supervisor, this is set to false. |
| organisationId | The internal number that is used to identify the company that was called. |
| companyName | The name of the company. |
| callStartTimestamp | The time that the call was connected.Note: This is not the same as the time that the call was answered. |
| failureMessage | If a call fails, this shows the failure reason. |
| queueId | The identifier of the queue in which the call was held before it was handled. |
| queueName | The name of the queue in which the call was held. |
| ender | The party that ended the call. This is usually either the contact or the agent, but the call may also end in the call flow. |
| endNodeName | The system name of the last node to handle the call. |
| endReason | The reason why the call ended. |
| startTimestamp | The time that the call was connected.Note: This is not the same as the time that the call was answered. |
| tsStart | The time that the call joined the queue. |
| timestamp | The time that the caller was disconnected. |
| durationMs | The total length of the call (in milliseconds), measured from the time that the call was connected (startTimestamp) to the time that the call was disconnected (timestamp). This includes the time spent waiting in the queue.durationMs = timestamp – startTimestamp. |
| totalConferenceTimeMs | The total time (in milliseconds) that the agent was in a conference with the contact and a third party. |
| totalConferTimeMs | The total time (in milliseconds) that the agent spent on a conference where they had been invited by another agent. |
| totalConnectTimeMs | The total time (in milliseconds) that the caller spent connected to an agent. This does not include the time spent waiting in the queue. |
| totalConnectedTimeMs | The total time (in milliseconds) that the caller spent connected to an agent. This does not include the time spent waiting in the queue. |
| totalConsultantTimeMs | The total time (in milliseconds) that the agent spent acting as a consultant. |
| totalConsultingTimeMs | The total time (in milliseconds) that the agent spent consulting other people. |
| totalHoldTimeMs | The total time (in milliseconds) that the caller spent on hold. |
| totalTalkTimeMs | The total time (in milliseconds) that the agent spent talking to the contact. |
| wrapUpTimeMs | The total time (in milliseconds) that the agent spent wrapping up the call. |
| agentName | The name of the agent who handled the call. |
| agentId | A user identifier for the agent who handled the call. |
| agentExt | The extension number of the agent who handled the call. |
| agentUsername | The user name of the agent who handled the call. |
| callConnected | Whether or not the agent answered the call. This is set to true even if the caller hung up during whispering. |
| callDropped | Whether or not the call was dropped by the agent. Simultaneous-ring calls, where another agent in the simultaneous-ring group(s) answered the call first, are not counted. |
| callMissed | Whether or not the agent missed the call. |
| callMissedBusy | Whether or not the agent missed the call because they were busy. |
| callMissedTimeout | Whether or not the agent missed the call because the agent’s maximum ringing time was reached. |
| callMissedOther | Whether or not the call could not be put through to the agent for other reasons, such as connectivity failure. |
| releaseCause | The reason why the call ended. |
| resellerId | The ID of the reseller who provides the system. |
| contactCalledBack | Whether or not the contact was called back by the agent. |
| numberType | The type of number. For example “International”. |
| transferAttempted | Whether or not an attempt was made to transfer the call. |
| transferSucceeded | Whether or not the call was transferred successfully. |
| warmTransferConnected | Whether or not an attempt was made to transfer the call and the call transfer was successfully accepted by the destination party. |
| callFailure | Whether or not the call failed. If the call failed, this is set to true. |
| failureNodeName | The system name of the node that failed the call, as configured in Flow Editor. |
| failureTimestamp | The time that the call failed. |