This page describes the call session event data that Contact Center AI Platform (CCAI Platform) can export to your quality management (QM) application. For more information about integrating CCAI Platform with your QM application, see QM, SIPREC, and WFM integration .
For chat session event data, see QM chat session event data .
Call session events and triggers
Certain call session events trigger the export of call session data to your QM application. This section lists the call event types and the actions that trigger each one. It also includes a session event payload example for each session event type.
Agent logs in
This event is triggered by the following actions:
-
An agent signs in to the agent adapter using the Contact Center AI Platform portal.
-
An agent signs in to the agent adapter using a CRM.
The following code sample shows the event payload:
{
"type"
:
"AgentState"
,
"item"
:
{
"ParticipantID"
:
"1234"
,
"Email"
:
"some.email@domain.com"
,
"State"
:
"login"
}
}
Agent logs out
This event is triggered by the following actions:
-
An agent signs out of the agent adapter using the Contact Center AI Platform portal.
-
An agent signs our of the agent adapter using a CRM.
The following code sample shows the event payload:
{
"type"
:
"AgentState"
,
"item"
:
{
"ParticipantID"
:
"1234"
,
"Email"
:
"some.email@domain.com"
,
"State"
:
"logout"
}
}
Inbound call is projected
This event is triggered when an end-user places a call to the contact center and the call is projected to an agent.
This event applies only when the call is projected for deltacast. Multicast projections don't trigger events. Only the first deltacast projection for the call in a cascade group triggers an event.
This event includes call projections received through call transfers, redirects, and deflections.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"ringing"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"ringing"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Inbound call is answered
This event is triggered when an agent answers a projected call.
This event applies when the call is answered by an agent for both deltacast or multicast projections. This event applies for calls received and answered through call redirects and deflections.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"connected"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"connected"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Outbound call is ringing
This event is triggered by the following actions:
-
An agent dials a new outbound call and the call is ringing for an end-user.
-
An agent dials an add-party call and the call is ringing for a third party.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"e9dd62bb"
,
"State"
:
"dialing"
,
"Direction"
:
"outgoing"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"connected"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Outbound call is answered
This event is triggered by the following actions:
-
An end-user answers an outbound call.
-
A third party answers a add-party call.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"e9dd62bb"
,
"State"
:
"connected"
,
"Direction"
:
"outgoing"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"connected"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Call is placed on hold
This event is triggered by the following actions:
-
An agent places a end-user on hold.
-
An agent places a third party on hold.
The following code sample shows the event payload:
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"held"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"held"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"connected"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Call is removed from on hold
This event is triggered by the following actions:
-
An agent removes an end-user from on hold.
-
An agent removes a third party from on hold.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"connected"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"connected"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Cold transfer is initiated and accepted
This event is triggered by the following actions:
-
An agent places a cold transfer call to another agent and the transfer is accepted.
-
An agent places a cold transfer call to another queue and the transfer is accepted by an agent from that queue.
-
An agent cold invites another agent to a call conference and the other agent accepts and joins the call conference.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"transferred"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"4321"
,
"Type"
:
"agent"
,
"State"
:
"connected"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Warm transfer is initiated and accepted
This event is triggered by the following actions:
-
An agent places a warm transfer call to another agent and the transfer is accepted.
-
An agent places a warm transfer call to another queue and the transfer is accepted by an agent from that queue.
-
An agent warm invites another agent to a call conference and the other other accepts and joins the call conference.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"conferenced"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"4321"
,
"Type"
:
"agent"
,
"State"
:
"connected"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Agent leaves a call conference
This event is triggered when an agent in a call conference leaves the call conference without ending it.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"participantDisconnect"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"disconnected"
},
{
"ParticipantID"
:
"4321"
,
"Type"
:
"agent"
,
"State"
:
"connected"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Call is muted
This event is triggered by the following actions:
-
An agent mutes a call.
-
An agent mutes other participants in a call.
This event applies for all calls.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"connected"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
\
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"muted"
},
{
"ParticipantID"
:
"4321"
,
"Type"
:
"agent"
,
"State"
:
"muted"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Call is unmuted
This event is triggered by the following actions:
-
An agent unmutes a call.
-
An agent unmutes other participants in a call.
This event applies for all calls.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"connected"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"connected"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"unmuted"
},
{
"ParticipantID"
:
"4321"
,
"Type"
:
"agent"
,
"State"
:
"unmuted"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Call is redacted
This event is triggered when an agent redacts a call.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"connected"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"redacted"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"redacted"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Call is unredacted
This event is triggered when an agent unredacts a call.
The following code sample shows the event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"connected"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"unredacted"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"unredacted"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Call is ended
This event is triggered by the following actions:
-
An end-user ends a call.
-
An agent ends a call.
This event applies for all calls.
The following code sample shows the inbound call event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"846802bf90d1"
,
"State"
:
"disconnected"
,
"Direction"
:
"incoming"
,
"Initiator"
:
"+123456789"
,
"Queue_path_ids"
:
"1/2/3"
,
"Queue_path_names"
:
"support/orders/status"
,
"Language"
:
"en"
,
"Queue_uuid"
:
3
,
"Recording_permitted"
:
true
,
"Participants"
:
[
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"disconnected"
},
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"disconnected"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
The following code sample shows the outbound call event payload:
{
"type"
:
"CallState"
,
"item"
:
{
"CallID"
:
"e9dd62bb"
,
"State"
:
"disconnected"
,
"Direction"
:
"outgoing"
,
"Initiator"
:
"1234"
,
"Participants"
:
[
{
"ParticipantID"
:
"1234"
,
"Type"
:
"agent"
,
"State"
:
"disconnected"
},
{
"ParticipantID"
:
"+123456789"
,
"Type"
:
"external"
,
"State"
:
"disconnected"
}
],
"MediaID"
:
"208188811_124248155@67.231.1.110"
}
}
Call session event fields
The following tables describe the fields in the session data that Contact Center AI Platform exports to your QM application.
General fields
type
-
AgentState -
CallState
The event type of the overall JSON payload.
- Passes
AgentStatefor agent related events. - Passes
CallStatefor call related events.
item
The object with event information.
Agent state fields
ParticipantID
An agent ID
Available in the item
object.
The agent's identifier in the Contact Center AI Platform system.
- Passes the value of the ID field in the
agent_infoobject in the Contact Center AI Platform session metadata.
Email
An email address
Available in the item
object.
The agent's email address.
- Passes the value of the email field in the
agent_infoobject in the session metadata.
State
-
login -
logout
Available in the item
object.
The agent's state at the time of the event.
- Passes
loginwhen the agent is signed in. - Passes
logoutwhen the agent is signed out.
Call state fields
CallID
The call ID
Available in the item
object.
The call session's identifier in the Contact Center AI Platform system.
- Passes the value of the ID field in the main object in the Contact Center AI Platform session metadata.
State
-
dialing -
waiting -
ringing -
connected -
redirected -
deflected -
transferred -
conferenced -
disconnected
Available in the item
object.
The current state of the call session.
- Passes
dialingwhen an outbound call is in a ringing state for agent or end-user. - Passes
waitingwhen the call is placed in the queue for projection to agents. - Passes
ringingwhen an inbound/transferred call is in projecting state for the agent. - Passes
connectedwhen the agent or end-user is connected to the call conference. - Passes
redirectedwhen the call is automatically redirected without getting projected to agents. - Passes
transferredwhen the call is cold-transferred from agent to another. - Passes
conferencedwhen the call is warm-transferred from agent to another. - Passes
disconnectedwhen the agent or end-user has left the call conference.
Direction
-
incoming -
outgoing
Available in the item
object.
The direction of the call session from the contact center perspective.
- Passes
incomingwhen the call session is inbound. - Passes
outgoingwhen the call session is outbound.
Initiator
- The agent ID
- The virtual agent ID
- The end-user's phone number
Available in the item
object.
The identifier of the party that initializes the call state.
-
For human agents
Passes the value of the ID field in the
agent_infoobject in the session metadata.
-
For virtual agents
Passes the value of the
virtual_agent_idfield in the participants object in the session metadata.
-
For end-users
Passes the phone number of the end-user, if available.
Else, passes the value of the ID field in the
end_userobject in the session metadata.
Queue_path_ids
A path of queue IDs
Available in the item
object.
The queue path navigated by the end-user before reaching the first agent of the call.
This value is constructed using the queue IDs of the navigated queue.
This applies only for incoming calls.
Queue_path_names
A path of queue names
Available in the item
object.
The queue path navigated by the end-user before reaching the first agent of the call.
This value is constructed using the queue names of the navigated queue.
This applies only for incoming calls.
Language
The language code
Available in the item
object.
The language code of the end-user's selected language.
This applies only for incoming calls.
Queue_uuid
The queue ID
Available in the item
object.
The UUID of the queue that the call reaches.
This applies only for incoming calls and queue transferred calls.
Recording_permitted
A boolean
Available in the item
object.
Indicates if call recording is allowed for the specific call
- Passes
trueif call recording is allowed. - Passes
falseif call recording is not allowed.
Custom_headers
custom headers
Available in the item
object.
This field is used to pass custom data such as SIP headers
Participants
This object is nested in the item
object.
An object containing the call participant's information.
ParticipantID
-
agent_id -
virtual_agent_id -
consumer_phoneNumber -
thirdParty_phoneNumber
Available in the Participants
object.
The identifier of the call participant.
- For human agents
Passes the value of the ID field in the agent_info
object in the Contact Center AI Platform session metadata.
- For virtual agents
Passes the value of the virtual_agent_id
field in the participants object in the Contact Center AI Platform session metadata
- For end-users
Passes the phone number of the end-user, if available.
Else, passes the value of the id
field in the end_user object
in the Contact Center AI Platform session metadata.
- For third-parties
Passes the phone number of the third-party, if available.
Else, Passes the value: null
.
Type
-
agent -
external
Available in the Participants
object.
The type of the call participant.
- Passes
agentwhen the call participant is a Contact Center AI Platform agent. - Passes
externalwhen the call participant is an end-user or third-party.
State
-
dialing -
ringing -
connected -
held -
disconnected -
callback -
deflected -
transferred -
redacted -
unredacted -
muted -
unmuted
Available in the Participants
object.
The participant's current state in the call conference.
- Passes
dialingwhen an outbound call segment is in ringing state for the agent or end-user or third-party. - Passes
ringingwhen an inbound or transferred call segment is in projecting state for the agent. - Passes
connectedwhen the agent or end-user or third-party is connected to the call conference. - Passes
heldwhen the end-user or third-party is put on hold in the call conference by the agent. - Passes
disconnectedwhen the agent or end-user or third-party has left the call conference. - Passes
redactedwhen the call redaction is enabled in the agent or end-user or third-party call segment - Passes
unredactedwhen the call redaction is disabled in the agent or end-user or third-party call segment - Passes
mutedwhen the agent is placed on mute - Passes
unmutedwhen the agent is removed from mute
MediaID
-
twilio_mediaID -
nexmo_mediaID
Available in the Participants
object.
The identifier for call session media from the carrier.
- Passes the
twilio_mediaIDwhen the initiator calls into or calls from a Twilio number - Passes the
nexmo_mediaIDwhen the initiator calls into or calls from a Nexmo number
