| USE CASE | AGENT DESK EVENTS | Intended Attributes | QUESTIONS |
|---|
| 1 | When agent state changes |
Agent presence event
JS
eventName: "AGENT_STATE_CHANGE",
agentData: {
"id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
"firstName": "",
"agentData": {
"agentStateChanged": true,
"mrdStateChanges": [],
"agentPresence": {
"agent": {
"participantType": "CCUser",
"id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
"keycloakUser": {
"id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
"firstName": "",
"lastName": "",
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"offline_access",
"admin",
"uma_authorization",
"supervisor"
],
"username": "sana",
"permittedResources": {
"Resources": [
{
"rsid": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
"rsname": "reason-code",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change",
"scopes": [
"manage_state_change"
]
},
{
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels",
"scopes": [
"assign_label",
"manage"
]
},
{
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "28310ed8-282f-4bda-8254-36cb81382c72",
"rsname": "recording-link",
"scopes": [
"view",
"view_all"
]
},
{
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor",
"scopes": [
"view_all"
]
},
{
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control",
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference"
]
},
{
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer",
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
]
},
{
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
"rsname": "business-calendar",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "79e25897-16aa-4949-8aee-c59ac239afa6",
"rsname": "teams",
"scopes": [
"Load-Team9-group",
"Bilal-Team2-group",
"Load-Team4-group",
"Default-group",
"Load-Team5-group",
"ST_team_2-group",
"Load-Team1-group",
"Test-Team3-group",
"Team A-group",
"Load-Team7-group",
"Load-Team10-group",
"Load-Team6-group",
"Team B-group",
"bilal_teamIT-group",
"Load-Team2-group",
"ST_team_1-group",
"saud_team-group",
"Load-Team8-group",
"Presales-Demo-group",
"Load-Team3-group"
]
}
]
},
"realm": "expertflow",
"attributes": {
"agentExtension": [
"1101"
]
},
"userTeam": {
"teamId": "6a383be4-d9b3-45b6-a713-9a3c8d953aed",
"teamName": "Sana Team"
},
"supervisedTeams": []
},
"associatedRoutingAttributes": [
{
"routingAttribute": {
"id": "65bb2d91ba1aab2d0a4742d1",
"name": "Chat",
"description": null,
"type": "BOOLEAN",
"defaultValue": 1
},
"value": 1
},
{
"routingAttribute": {
"id": "65bb2d96ba1aab2d0a4742d2",
"name": "Voice",
"description": null,
"type": "BOOLEAN",
"defaultValue": 1
},
"value": 1
}
],
"associatedMrds": [
{
"mrdId": "62f9e360ea5311eda05b0242",
"maxAgentTasks": 1
},
{
"mrdId": "6305de07166ba1099d11d8e6",
"maxAgentTasks": 5
},
{
"mrdId": "20316843be924c8ab4f57a7a",
"maxAgentTasks": 1
}
]
},
"state": {
"name": "READY",
"reasonCode": null
},
"stateChangeTime": 1709906617405,
"agentMrdStates": [
{
"mrd": {
"id": "62f9e360ea5311eda05b0242",
"type": "64f6ee2dd49f4e9d7eb5f591",
"name": "CX VOICE",
"description": "Standard voice MRD for CX Voice",
"maxRequests": 1
},
"state": "NOT_READY",
"stateChangeTime": 1709906422045,
"lastReadyStateChangeTime": 639057660000,
"maxAgentTasks": 1
},
{
"mrd": {
"id": "6305de07166ba1099d11d8e6",
"type": "64f6edf8b89b71cc6cb60917",
"name": "CHAT",
"description": "Standard chat MRD",
"maxRequests": 5
},
"state": "NOT_READY",
"stateChangeTime": 1709906422047,
"lastReadyStateChangeTime": 1709658692072,
"maxAgentTasks": 5
},
{
"mrd": {
"id": "20316843be924c8ab4f57a7a",
"type": "64f6ee374776bb029f1174e1",
"name": "CISCO CC",
"description": "Standard voice MRD for CISCO CC",
"maxRequests": 1
},
"state": "NOT_READY",
"stateChangeTime": 1709906422047,
"lastReadyStateChangeTime": 639057660000,
"maxAgentTasks": 1
}
],
"agentLoginTime": 1709906421990
},
"action": "AGENT_STATE_CHANGED"
}
}
}
}
|
State
JS
"state": {
"name": "READY",
"reasonCode": null }
possible states : - READY
- NOT_READY
- LOGOUT
- LOGIN
| Diference between objects ofAgent state change and Mrd state change?
If the value of this attribue "agentStateChanged" is true,Then Agent state changed,if false then Mrd state is changed. |
| 2 | When MRD state changes |
Agent State when MRD changes
JS
eventName: "AGENT_STATE_CHANGE",
agentData: {
"id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
"firstName": "",
"agentData": {
"agentStateChanged": true,
"mrdStateChanges": [],
"agentPresence": {
"agent": {
"participantType": "CCUser",
"id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
"keycloakUser": {
"id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
"firstName": "",
"lastName": "",
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"offline_access",
"admin",
"uma_authorization",
"supervisor"
],
"username": "sana",
"permittedResources": {
"Resources": [
{
"rsid": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
"rsname": "reason-code",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change",
"scopes": [
"manage_state_change"
]
},
{
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels",
"scopes": [
"assign_label",
"manage"
]
},
{
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "28310ed8-282f-4bda-8254-36cb81382c72",
"rsname": "recording-link",
"scopes": [
"view",
"view_all"
]
},
{
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor",
"scopes": [
"view_all"
]
},
{
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control",
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference"
]
},
{
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer",
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
]
},
{
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
"rsname": "business-calendar",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "79e25897-16aa-4949-8aee-c59ac239afa6",
"rsname": "teams",
"scopes": [
"Load-Team9-group",
"Bilal-Team2-group",
"Load-Team4-group",
"Default-group",
"Load-Team5-group",
"ST_team_2-group",
"Load-Team1-group",
"Test-Team3-group",
"Team A-group",
"Load-Team7-group",
"Load-Team10-group",
"Load-Team6-group",
"Team B-group",
"bilal_teamIT-group",
"Load-Team2-group",
"ST_team_1-group",
"saud_team-group",
"Load-Team8-group",
"Presales-Demo-group",
"Load-Team3-group"
]
}
]
},
"realm": "expertflow",
"attributes": {
"agentExtension": [
"1101"
]
},
"userTeam": {
"teamId": "6a383be4-d9b3-45b6-a713-9a3c8d953aed",
"teamName": "Sana Team"
},
"supervisedTeams": []
},
"associatedRoutingAttributes": [
{
"routingAttribute": {
"id": "65bb2d91ba1aab2d0a4742d1",
"name": "Chat",
"description": null,
"type": "BOOLEAN",
"defaultValue": 1
},
"value": 1
},
{
"routingAttribute": {
"id": "65bb2d96ba1aab2d0a4742d2",
"name": "Voice",
"description": null,
"type": "BOOLEAN",
"defaultValue": 1
},
"value": 1
}
],
"associatedMrds": [
{
"mrdId": "62f9e360ea5311eda05b0242",
"maxAgentTasks": 1
},
{
"mrdId": "6305de07166ba1099d11d8e6",
"maxAgentTasks": 5
},
{
"mrdId": "20316843be924c8ab4f57a7a",
"maxAgentTasks": 1
}
]
},
"state": {
"name": "READY",
"reasonCode": null
},
"stateChangeTime": 1709906617405,
"agentMrdStates": [
{
"mrd": {
"id": "62f9e360ea5311eda05b0242",
"type": "64f6ee2dd49f4e9d7eb5f591",
"name": "CX VOICE",
"description": "Standard voice MRD for CX Voice",
"maxRequests": 1
},
"state": "NOT_READY",
"stateChangeTime": 1709906422045,
"lastReadyStateChangeTime": 639057660000,
"maxAgentTasks": 1
},
{
"mrd": {
"id": "6305de07166ba1099d11d8e6",
"type": "64f6edf8b89b71cc6cb60917",
"name": "CHAT",
"description": "Standard chat MRD",
"maxRequests": 5
},
"state": "NOT_READY",
"stateChangeTime": 1709906422047,
"lastReadyStateChangeTime": 1709658692072,
"maxAgentTasks": 5
},
{
"mrd": {
"id": "20316843be924c8ab4f57a7a",
"type": "64f6ee374776bb029f1174e1",
"name": "CISCO CC",
"description": "Standard voice MRD for CISCO CC",
"maxRequests": 1
},
"state": "NOT_READY",
"stateChangeTime": 1709906422047,
"lastReadyStateChangeTime": 639057660000,
"maxAgentTasks": 1
}
],
"agentLoginTime": 1709906421990
},
"action": "AGENT_STATE_CHANGED"
}
}
}
}
|
State
JS
"state": {
"name": "READY",
"reasonCode": null }
possible states : - READY
- NOT_READY
- BUSY
- ACTIVE
- PENDING_NOT_READY
| - Different Agent and MRD State Change? (yes)
|
| 3 | When the agent logged in agent desk |
Agent Login
JS
eventName: "AGENT_LOGIN",
agentData: {
"id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
"firstName": "",
"agentData": {
"id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
"firstName": "",
"lastName": "",
"username": "sana",
"permittedResources": {
"Resources": [
{
"scopes": [
"view",
"manage"
],
"rsid": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
"rsname": "reason-code"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes"
},
{
"scopes": [
"manage_state_change"
],
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change"
},
{
"scopes": [
"assign_label",
"manage"
],
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms"
},
{
"scopes": [
"view_all"
],
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd"
},
{
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference"
],
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list"
},
{
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
],
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
"rsname": "business-calendar"
}
]
},
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"offline_access",
"admin",
"uma_authorization",
"supervisor"
],
"realm": "expertflow",
"attributes": {},
"userTeam": {
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
},
"supervisedTeams": [
{
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
}
]
}
}
|
| |
| 4 | When the agent is reserved/ringing |
Agent Reserved
JS
event: "AGENT_TASK_STATE",
agentData: {
"conversationId": "65a923832d53786eb16039f0",
"channelSession": {
"participantType": "ChannelSession",
"id": "65a92383b78fb640edaf17bc",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.5814729317850813,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:11:31.493Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a923832d53786eb16039f0",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"taskId": "9fdaa4f1-e1f6-4943-8baa-29b8e7caeb87:93880464-5525-4c3f-a1fd-f1a4bdb254bb",
"taskState": {
"name": "RESERVED"
},
"taskDirection": "INBOUND",
"queue": {
"id": "65a243fef86a6970764e63fb",
"name": "Chat Queue"
},
"note": null,
"requestedBy": null
}
|
State
JS
taskState: {
"name": "RESERVED",
"reasonCode": null }
- We can find "channelCustomerIdentifier" inside channelSession object which will uniquely Identify customer number
| - Which type of additional Attributes are required?(all attributes reguires crm team will filter by them)
|
| 5 | When conversation is answered by the agent |
Answered by agent
JS
event: "AGENT_TASK_STATE",
agentData: {
"topicData": {
"id": "65a923832d53786eb16039f0",
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"channelSession": {
"participantType": "ChannelSession",
"id": "65a92383b78fb640edaf17bc",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.5814729317850813,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:11:31.493Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a923832d53786eb16039f0",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"conversationData": {
"first_name": "sana",
"last_name": "shoukat",
"phone": "03335521995"
},
"state": "CREATED",
"participants": [
{
"type": "BOT",
"role": "PRIMARY",
"participant": {
"participantType": "Bot",
"id": "65a244415487467a64a72c66",
"type": "RASA",
"name": "Rasa",
"uri": "http://192.168.2.50:30800/"
},
"id": "65a923832d53786eb16039f4",
"joiningTime": "2024-01-18T13:11:31.860+00:00",
"token": null,
"conversationId": null,
"isActive": true,
"userCredentials": {},
"state": null,
"stateChangedOn": null
},
{
"type": "CUSTOMER",
"role": "CUSTOMER",
"participant": {
"participantType": "ChannelSession",
"id": "65a92383b78fb640edaf17bc",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.5814729317850813,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:11:31.493Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a923832d53786eb16039f0",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"id": "65a923832d53786eb1603a7c",
"joiningTime": "2024-01-18T13:11:31.892+00:00",
"token": null,
"conversationId": "65a923832d53786eb16039f0",
"isActive": true,
"userCredentials": {},
"state": "SUBSCRIBED",
"stateChangedOn": null
}
],
"agentSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerSuggestions": [],
"topicEvents": [
{
"id": "65a923832d53786eb16039f5",
"name": "BOT_SUBSCRIBED",
"type": "NOTIFICATION",
"timestamp": "2024-01-18T13:11:31.863+00:00",
"conversationId": "65a923832d53786eb16039f0",
"eventEmitter": {
"id": "38327e73-4a21-4ad4-a958-a6385c8636aa",
"type": "BOT",
"senderName": "CONVERSATION_MONITOR",
"additionalDetail": null
},
"channelSession": {
"participantType": "ChannelSession",
"id": "65a92383b78fb640edaf17bc",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.5814729317850813,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:11:31.493Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a923832d53786eb16039f0",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"id": "65a244415487467a64a72c66",
"type": "RASA",
"name": "Rasa",
"uri": "http://192.168.2.50:30800/",
"participantType": "Bot"
},
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
}
},
{
"id": "65a92383b78fb640edaf17f5",
"name": "CHANNEL_SESSION_STARTED",
"type": "NOTIFICATION",
"timestamp": "2024-01-18T13:11:31.882+00:00",
"conversationId": "65a923832d53786eb16039f0",
"eventEmitter": {
"id": "65a4d5ac075b87a95bd93267",
"type": "CUSTOMER",
"senderName": "sana shoukat",
"additionalDetail": {
"web": [
"03335521995"
]
}
},
"channelSession": {
"participantType": "ChannelSession",
"id": "65a92383b78fb640edaf17bc",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.5814729317850813,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:11:31.493Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
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"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"task": {
"id": "9fdaa4f1-e1f6-4943-8baa-29b8e7caeb87",
"conversationId": "65a923832d53786eb16039f0",
"state": {
"name": "ACTIVE",
"reasonCode": null
},
"assignedTo": {
"id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
"name": "sana"
},
"agentRequestTtlTimerId": "5fef5b05-b6ed-4055-b8f2-3b48641ee949",
"activeMedia": [
{
"id": "93880464-5525-4c3f-a1fd-f1a4bdb254bb",
"mrdId": "6305de07166ba1099d11d8e6",
"taskId": "9fdaa4f1-e1f6-4943-8baa-29b8e7caeb87",
"queue": {
"id": "65a243fef86a6970764e63fb",
"name": "Chat Queue"
},
"type": {
"direction": "INBOUND",
"mode": "QUEUE",
"metadata": {
"offerToAgent": true
}
},
"priority": 1,
"state": "RESERVED",
"requestSession": {
"participantType": "ChannelSession",
"id": "65a92383b78fb640edaf17bc",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.5814729317850813,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:11:31.493Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a923832d53786eb16039f0",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"channelSessions": [
{
"participantType": "ChannelSession",
"id": "65a92383b78fb640edaf17bc",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.5814729317850813,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:11:31.493Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a923832d53786eb16039f0",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
}
],
"enqueueTime": 1705583496310,
"answerTime": 0
}
]
},
"ccUser": {
"participantType": "CCUser",
"id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
"keycloakUser": {
"id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
"firstName": "",
"lastName": "",
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"offline_access",
"admin",
"uma_authorization",
"supervisor"
],
"username": "sana",
"permittedResources": {
"Resources": [
{
"rsid": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
"rsname": "reason-code",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change",
"scopes": [
"manage_state_change"
]
},
{
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels",
"scopes": [
"assign_label",
"manage"
]
},
{
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor",
"scopes": [
"view_all"
]
},
{
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control",
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference"
]
},
{
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer",
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
]
},
{
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
"rsname": "business-calendar",
"scopes": [
"view",
"manage"
]
}
]
},
"realm": "expertflow",
"attributes": {},
"userTeam": {
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
},
"supervisedTeams": [
{
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
}
]
},
"associatedRoutingAttributes": [
{
"routingAttribute": {
"id": "65a4d2f9241120321cc92512",
"name": "chat Queue",
"description": "",
"type": "BOOLEAN",
"defaultValue": 1
},
"value": 1
},
{
"routingAttribute": {
"id": "65a243cef86a6970764e63f9",
"name": "Chat",
"description": null,
"type": "BOOLEAN",
"defaultValue": 1
},
"value": 1
}
],
"associatedMrds": [
{
"mrdId": "62f9e360ea5311eda05b0242",
"maxAgentTasks": 1
},
{
"mrdId": "65a66bcfa2eff67ade4e4427",
"maxAgentTasks": 10
},
{
"mrdId": "65a3a0ecf86a6970764e6409",
"maxAgentTasks": 5
},
{
"mrdId": "6305de07166ba1099d11d8e6",
"maxAgentTasks": 5
},
{
"mrdId": "20316843be924c8ab4f57a7a",
"maxAgentTasks": 1
}
]
}
},
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
}
}
],
"topicParticipant": {
"id": "eabd1838-0d2f-48b3-ba7a-3b3b7d12160b",
"type": "AGENT",
"participant": {
"id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
"participantType": "CCUser",
"keycloakUser": {
"id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
"firstName": "",
"lastName": "",
"username": "sana",
"permittedResources": {
"Resources": [
{
"scopes": [
"view",
"manage"
],
"rsid": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
"rsname": "reason-code"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes"
},
{
"scopes": [
"manage_state_change"
],
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change"
},
{
"scopes": [
"assign_label",
"manage"
],
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms"
},
{
"scopes": [
"view_all"
],
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd"
},
{
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference"
],
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list"
},
{
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
],
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
"rsname": "business-calendar"
}
]
},
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"offline_access",
"admin",
"uma_authorization",
"supervisor"
],
"realm": "expertflow",
"attributes": {},
"userTeam": {
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
},
"supervisedTeams": [
{
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
}
|
State
JS
topicData": {
"id": "65a923832d53786eb16039f0",
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},}
- Inside onTopicData ( topicEvents)
means our Conversation is Answered by agent.
- We can find "channelCustomerIdentifier" inside channelSession object which will uniquely Identify customer number
| - Any specific attibute required or should we exclude additional information from payload?
(complete payload will be send)
|
| 6 | When the agent transfers a conversation |
Conference request
JS
event: "Agent_Task_State",
agentData:{
"channelSession": {
"participantType": "ChannelSession",
"id": "65ab8485014317159ca20bee",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1322",
"defaultOutbound": false,
"tenant": {
"id": "65a92e6bb78fb640edaf9720",
"name": null
},
"channelConfig": {
"id": "65a92e6bb78fb640edaf9721",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1322",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.20154552096158262,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-20T08:29:56.874Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65ab84854247732e23bfca72",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"agentParticipant": {
"id": "515d4fce-403d-4e1f-b95a-4ae6ba1c7bba",
"type": "AGENT",
"participant": {
"id": "40ada68f-013d-4fdd-8dbd-ab7c74570b7b",
"participantType": "CCUser",
"keycloakUser": {
"id": "40ada68f-013d-4fdd-8dbd-ab7c74570b7b",
"firstName": "",
"lastName": "",
"username": "asma",
"permittedResources": {
"Resources": [
{
"scopes": [
"view",
"manage"
],
"rsid": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
"rsname": "reason-code"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes"
},
{
"scopes": [
"manage_state_change"
],
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change"
},
{
"scopes": [
"assign_label",
"manage"
],
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms"
},
{
"scopes": [
"view_all"
],
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd"
},
{
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference"
],
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list"
},
{
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
],
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
"rsname": "business-calendar"
}
]
},
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"offline_access",
"admin",
"uma_authorization",
"supervisor"
],
"realm": "expertflow",
"attributes": {
"agentExtension": [
"1101"
]
},
"userTeam": {
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
},
"supervisedTeams": [
{
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
}
]
},
"associatedRoutingAttributes": []
},
"token": null,
"conversationId": "65ab84854247732e23bfca72",
"role": "PRIMARY",
"userCredentials": null,
"state": "SUBSCRIBED"
},
"mode": "queue",
"queueName": "SanaQueue"
"taskType": "DirectTransfer"
}
|
State
JS
"mode": "queue",
"queueName": "SanaQueue"
"taskType": "DirectTransfer"
| - Any Specific attribute required in payload?(No , just Complete Payload)
|
| 7 | When the agent initiates a conference request |
Conference request
JS
event: "Agent_Task_State",
agentData:{
"channelSession": {
"participantType": "ChannelSession",
"id": "65ab8485014317159ca20bee",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1322",
"defaultOutbound": false,
"tenant": {
"id": "65a92e6bb78fb640edaf9720",
"name": null
},
"channelConfig": {
"id": "65a92e6bb78fb640edaf9721",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1322",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.20154552096158262,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-20T08:29:56.874Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65ab84854247732e23bfca72",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"agentParticipant": {
"id": "515d4fce-403d-4e1f-b95a-4ae6ba1c7bba",
"type": "AGENT",
"participant": {
"id": "40ada68f-013d-4fdd-8dbd-ab7c74570b7b",
"participantType": "CCUser",
"keycloakUser": {
"id": "40ada68f-013d-4fdd-8dbd-ab7c74570b7b",
"firstName": "",
"lastName": "",
"username": "asma",
"permittedResources": {
"Resources": [
{
"scopes": [
"view",
"manage"
],
"rsid": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
"rsname": "reason-code"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes"
},
{
"scopes": [
"manage_state_change"
],
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change"
},
{
"scopes": [
"assign_label",
"manage"
],
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms"
},
{
"scopes": [
"view_all"
],
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd"
},
{
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference"
],
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list"
},
{
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
],
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
"rsname": "business-calendar"
}
]
},
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"offline_access",
"admin",
"uma_authorization",
"supervisor"
],
"realm": "expertflow",
"attributes": {
"agentExtension": [
"1101"
]
},
"userTeam": {
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
},
"supervisedTeams": [
{
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
}
]
},
"associatedRoutingAttributes": []
},
"token": null,
"conversationId": "65ab84854247732e23bfca72",
"role": "PRIMARY",
"userCredentials": null,
"state": "SUBSCRIBED"
},
"mode": "queue",
"queueName": "SanaQueue"
"taskType": "DirectConference"
}
|
State
JS
"mode": "queue",
"queueName": "SanaQueue"
"taskType": "DirectConference"
| - Any Specific attribute required in payload? (No , just Complete Payload)
|
| 8 | When the agent goes in wrap-up state |
Agent in wrap-up state
JS
event: "AGENT_TASK_STATE",
agentData: {
"id": "65a92549a2eff67ade5042ff",
"name": "TASK_STATE_CHANGED",
"type": "NOTIFICATION",
"timestamp": 1705583945133,
"conversationId": "65a923832d53786eb16039f0",
"eventEmitter": {
"id": "86e3d082-a904-11ed-afa1-0242ac120002",
"type": "SYSTEM",
"senderName": "ROUTING_ENGINE",
"additionalDetail": null
},
"channelSession": {
"participantType": "ChannelSession",
"id": "65a92383b78fb640edaf17bc",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.5814729317850813,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:11:31.493Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a923832d53786eb16039f0",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"task": {
"id": "9fdaa4f1-e1f6-4943-8baa-29b8e7caeb87",
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"type": {
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"metadata": {
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},
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],
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},
"taskStateChanged": true,
"mediaStateChanges": []
},
"roomInfo": {
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"mode": "CONTACT_CENTER"
}
}
|
State
JS
"state": {
"name": "WRAP_UP",
"reasonCode": null
}
| - Any Specific attribute required in payload? (No , just Complete Payload)
|
| 9 | When the agent ends the conversation |
End Conversation
JS
event: "END_CONVERSATION",
agentData:{
"agentData": {
"task": "topicUnsubscription",
"reason": "UNSUBSCRIBED",
"conversationId": "65a923832d53786eb16039f0",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"statusCode": 200
}
}
|
|
|
| 10 | When the agent switches from one conversation tab to another |
Conversation switching
JS
event: "CHAT_SWITCHING",
agentData: {
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"customerConversation": {
"roomInfo": {
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"mode": "CONTACT_CENTER"
},
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"body": {
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"type": "systemNotification",
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},
{
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},
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},
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"supportedChannelTypes": [
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"channelLogo": "_WEB.svg",
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],
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},
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},
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},
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},
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},
"state": {
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"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"status": "seen"
},
"body": {
"type": "PLAIN",
"markdownText": "Hey! this is sparrow from ExpertFlow. How may i help you today?"
}
},
{
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"__v": 0,
"web": [
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},
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},
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"body": {
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},
{
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"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms"
},
{
"scopes": [
"view_all"
],
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd"
},
{
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference"
],
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list"
},
{
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
],
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
"rsname": "business-calendar"
}
]
},
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"offline_access",
"admin",
"uma_authorization",
"supervisor"
],
"realm": "expertflow",
"attributes": {},
"userTeam": {
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
},
"supervisedTeams": [
{
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
}
]
},
"associatedRoutingAttributes": []
},
"token": null,
"conversationId": "65a926ee2d53786eb1608894",
"role": "PRIMARY",
"userCredentials": null,
"state": "SUBSCRIBED"
},
"firstChannelSession": {
"participantType": "ChannelSession",
"id": "65a926eeb78fb640edaf337a",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.37179597107502893,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:26:06.639Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a926ee2d53786eb1608894",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"messageComposerState": true,
"SLACountdown": {
"inPopUpShow": false,
"inViewShow": false,
"ref": null,
"value": 0,
"color": "sla-normal"
},
"agentParticipants": []
}
}
}
|
| - Is Conversation Id or Customer Id required in payload?
(will send both ids)
|
