This page describes the chat session event data that Contact Center AI Platform (CCAI Platform) can export to your quality management (QM) application. QM chat event data supports the web SDK and the mobile SDKs. For more information about integrating CCAI Platform with your QM application, see QM, SIPREC, and WFM integration .
For call session event data, see QM call session event data .
Chat session events and triggers
Certain session events trigger the export of chat session data to your QM application. This section lists the chat event types and includes a session event payload example for each one.
Chat started
This event is triggered when a human agent or a virtual agent starts a chat. The event payload contains the initial state of the chat, including information about the queue, participants, and the initiator.
The following code sample shows the event payload:
{
"queue_path_ids"
:
"7/26"
,
"queue_path_names"
:
"Test/calls"
,
"language"
:
"en"
,
"support_number"
:
null
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
138
,
"state"
:
"waiting"
,
"direction"
:
"incoming"
,
"initiator"
:
"end_user_5"
,
"participants"
:
[
{
"state"
:
"connected"
,
"type"
:
"external"
,
"dn"
:
"end_user_5"
}
]
}
Chat waiting for assignment
This event is triggered when a chat session enters a queue and is waiting for assignment.
The following code sample shows the event payload:
{
"queue_path_ids"
:
"7/23"
,
"queue_path_names"
:
"Test/virtual"
,
"language"
:
"en"
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
196
,
"state"
:
"waiting"
,
"direction"
:
"incoming"
,
"initiator"
:
"end_user_5"
,
"participants"
:
[
{
"state"
:
"connected"
,
"type"
:
"external"
,
"dn"
:
"end_user_5"
}
]
}
Chat accepted
This event is triggered when a human agent or a virtual agent accepts a chat. This is an optional, intermediate event before an agent connects with a chat.
The following code sample shows an event payload for a human agent:
{
"queue_path_ids"
:
"7/26"
,
"queue_path_names"
:
"Test/calls"
,
"language"
:
"en"
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
167
,
"state"
:
"connected"
,
"direction"
:
"incoming"
,
"initiator"
:
"agent_1"
,
"participants"
:
[
{
"state"
:
"connected"
,
"type"
:
"external"
,
"media_id"
:
"MB0d0540e638354714a43d64e9be9677b6"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"accepted"
,
"type"
:
"agent"
,
"media_id"
:
"MBd9670cb0cddd424c814194795527ae3a"
,
"agent_number"
:
"Uno numero"
,
"name"
:
"Admin UJET"
,
"alias"
:
"super_agent"
,
"dn"
:
"agent_1"
}
]
}
The following code sample shows an event payload for a virtual agent:
{
"queue_path_ids"
:
"7/23"
,
"queue_path_names"
:
"Test/virtual"
,
"language"
:
"en"
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
196
,
"state"
:
"connected"
,
"direction"
:
"incoming"
,
"initiator"
:
"virtual_agent_2"
,
"participants"
:
[
{
"state"
:
"connected"
,
"type"
:
"external"
,
"media_id"
:
"MBdfcdab9220f94f1486008a165db3f31a"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"accepted"
,
"type"
:
"virtual_agent"
,
"media_id"
:
"MBea10421d150b4d22b675de17070bc383"
,
"dn"
:
"virtual_agent_2"
}
]
}
Chat connected
This event is triggered when a chat is connected to a human agent or a virtual agent. This can be an auto-connection or a human agent manually connecting.
The following code sample shows an event payload for a human agent:
{
"queue_path_ids"
:
"7/26"
,
"queue_path_names"
:
"Test/calls"
,
"language"
:
"en"
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
114
,
"state"
:
"connected"
,
"direction"
:
"incoming"
,
"initiator"
:
"end_user_5"
,
"participants"
:
[
{
"state"
:
"connected"
,
"type"
:
"external"
,
"media_id"
:
"MB7a504ce7f418447bb4a48b8f3fa609d0"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"connected"
,
"type"
:
"agent"
,
"agent_number"
:
"Uno numero"
,
"name"
:
"Admin UJET"
,
"alias"
:
"super_agent"
,
"dn"
:
"agent_1"
}
]
}
The following code sample shows an event payload for a virtual agent:
{
"queue_path_ids"
:
"7/23"
,
"queue_path_names"
:
"Test/virtual"
,
"language"
:
"en"
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
196
,
"state"
:
"connected"
,
"direction"
:
"incoming"
,
"initiator"
:
"virtual_agent_2"
,
"participants"
:
[
{
"state"
:
"connected"
,
"type"
:
"external"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"connected"
,
"type"
:
"virtual_agent"
,
"dn"
:
"virtual_agent_2"
}
],
"connected_at"
:
"2024-09-13T14:04:17.000-07:00"
}
Chat dismissed
This event is triggered when a chat session is canceled or terminated before a full connection is established—for example, it wasn't accepted or it ended prematurely.
The following code sample shows the event payload:
{
"queue_path_ids"
:
"7/26"
,
"queue_path_names"
:
"Test/calls"
,
"language"
:
"en"
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
197
,
"state"
:
"dismissed"
,
"direction"
:
"incoming"
,
"initiator"
:
"agent_1"
,
"participants"
:
[
{
"state"
:
"dismissed"
,
"type"
:
"external"
,
"media_id"
:
"MB444f542e9b9c4f89a8369bb2430357ad"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"dismissed"
,
"type"
:
"agent"
,
"media_id"
:
"MB7e657411b2284f95b2cf31ef5e6dc83c"
,
"agent_number"
:
"Uno numero"
,
"name"
:
"Admin UJET"
,
"alias"
:
"super_agent"
,
"dn"
:
"agent_1"
}
]
}
Chat resumed
This event is triggered when a previously paused or suspended chat session is resumed. The payload contains the state of the chat when it's resumed.
The following code sample shows the event payload:
{
"session_type_v2"
:
"In-web"
,
"chat_id"
:
198
,
"state"
:
"resumed"
,
"direction"
:
"incoming"
,
"initiator"
:
"end_user_5"
,
"participants"
:
[
{
"state"
:
"resumed"
,
"type"
:
"external"
,
"media_id"
:
"MB320da61121bc4fc48ea099759f679333"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"resumed"
,
"type"
:
"agent"
,
"media_id"
:
"MBbe5db89a01ab4814a8e7830daf3d30fa"
,
"agent_number"
:
"Uno numero"
,
"name"
:
"Admin UJET"
,
"alias"
:
"super_agent"
,
"dn"
:
"agent_1"
}
]
}
Participant left the chat
This event is triggered when one or more participants leave a chat session. This can be an end-user, a human agent, or a virtual agent leaving the chat. The payload contains the state of the chat when the participants left it.
The following code sample shows the event payload for an end-user leaving a chat:
{
"session_type_v2"
:
"In-web"
,
"chat_id"
:
169
,
"state"
:
"participantDisconnect"
,
"direction"
:
"incoming"
,
"initiator"
:
"end_user_5"
,
"participants"
:
[
{
"state"
:
"disconnected"
,
"type"
:
"external"
,
"media_id"
:
"MB4dd73370bc564cf18f5347233523ef44"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"disconnected"
,
"type"
:
"agent"
,
"media_id"
:
"MBba370f84cf914992b05e9aab03730c4b"
,
"agent_number"
:
"Uno numero"
,
"name"
:
"Admin UJET"
,
"alias"
:
"super_agent"
,
"dn"
:
"agent_1"
}
]
}
The following code sample shows the event payload for a human agent leaving a chat:
{
"queue_path_ids"
:
"7/26"
,
"queue_path_names"
:
"Test/calls"
,
"language"
:
"en"
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
169
,
"state"
:
"participantDisconnect"
,
"direction"
:
"incoming"
,
"initiator"
:
"agent_1"
,
"participants"
:
[
{
"state"
:
"connected"
,
"type"
:
"external"
,
"media_id"
:
"MB4dd73370bc564cf18f5347233523ef44"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"disconnected"
,
"type"
:
"agent"
"media_id"
:
"MBba370f84cf914992b05e9aab03730c4b"
,
"agent_number"
:
"Uno numero"
,
"name"
:
"Admin UJET"
,
"alias"
:
"super_agent"
,
"dn"
:
"agent_1"
}
]
}
The following code sample shows the event payload for a virtual agent leaving a chat:
{
"queue_path_ids"
:
"7/23"
,
"queue_path_names"
:
"Test/virtual"
,
"language"
:
"en"
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
196
,
"state"
:
"participantDisconnect"
,
"direction"
:
"incoming"
,
"initiator"
:
"virtual_agent_2"
,
"participants"
:
[
{
"state"
:
"disconnected"
,
"type"
:
"external"
,
"media_id"
:
"MBdfcdab9220f94f1486008a165db3f31a"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"disconnected"
,
"type"
:
"virtual_agent"
,
"media_id"
:
"MBea10421d150b4d22b675de17070bc383"
,
"dn"
:
"virtual_agent_2"
}
]
}
Chat ended
This event is triggered when a chat session ends. This can be an end-user, a human agent, or a virtual agent ending the chat. The payload contains the state of the chat when it ends, including the participants and the timestamps for when the chat connected and ended.
The following code sample shows the event payload for a human agent and end-user leaving a chat:
{
"queue_path_ids"
:
"7/26"
,
"queue_path_names"
:
"Test/calls"
,
"language"
:
"en"
,
"support_number"
:
null
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
127
,
"state"
:
"disconnected"
,
"direction"
:
"incoming"
,
"initiator"
:
"end_user_5"
,
"participants"
:
[
{
"state"
:
"disconnected"
,
"type"
:
"external"
,
"media_id"
:
"MB4a0a435e759c43369098ee7f2d0271f0"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"disconnected"
,
"type"
:
"agent"
,
"media_id"
:
"MBa4afeafb5bcc4a279f51db76f3b98deb"
,
"agent_number"
:
"Uno numero"
,
"name"
:
"Admin UJET"
,
"alias"
:
"super_agent"
,
"dn"
:
"agent_1"
}
],
"connected_at"
:
"2024-08-27T17:06:37.000-07:00"
,
"ends_at"
:
"2024-08-27T17:06:59.000-07:00"
}
The following code sample shows the event payload for a virtual agent and end-user leaving a chat:
{
"queue_path_ids"
:
"7/23"
,
"queue_path_names"
:
"Test/virtual"
,
"language"
:
"en"
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
190
,
"state"
:
"disconnected"
,
"direction"
:
"incoming"
,
"initiator"
:
"end_user_5"
,
"participants"
:
[
{
"state"
:
"disconnected"
,
"type"
:
"external"
,
"media_id"
:
"MB6ea6204b6a0448428d88e9976fd856d4"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"disconnected"
,
"type"
:
"virtual_agent"
,
"media_id"
:
"MBc6a2b72c99534a68990caf622b65571a"
,
"dn"
:
"virtual_agent_2"
}
],
"connected_at"
:
"2024-09-12T10:50:51.000-07:00"
,
"ends_at"
:
"2024-09-12T11:54:08.000-07:00"
}
The following code sample shows the event payload for a chat ended while waiting in queue:
{
"queue_path_ids"
:
"7/26"
,
"queue_path_names"
:
"Test/calls"
,
"language"
:
"en"
,
"support_number"
:
null
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
141
,
"state"
:
"disconnected"
,
"direction"
:
"incoming"
,
"initiator"
:
"end_user_5"
,
"participants"
:
[
{
"state"
:
"disconnected"
,
"type"
:
"external"
,
"media_id"
:
"MB65670b2c44534af3860fad35be88ac41"
,
"dn"
:
"end_user_5"
}
],
"connected_at"
:
""
,
"ends_at"
:
"2024-08-29T14:41:16.000-07:00"
}
Chat 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
Field name
Values
Description
Condition
type
-
AgentState -
ChatState
The event type of the overall JSON payload.
- Passes
AgentStatefor agent related events. - Passes
ChatStatefor chat related events.
item
The object with event information.
Chat state fields
Field Name
Values
Description
Condition
chat_id
- The chat ID
Available in the item
object.
The chat 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
-
waiting -
connected -
disconnected -
dismissed -
resumed -
participantDisconnect -
transferred
Available in the item
object.
The current state of the chat session.
direction
-
incoming
Available in the item
object.
The direction of the chat session from the contact center perspective.
- Passes
incomingwhen the chat session is inbound.
initiator
-
agent_1 -
virtual_agent_2 -
end_user_5
Available in the item
object.
The identifier of the party that initializes the chat 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 theparticipantsobject in the session metadata.
-
For end-users
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 to incoming chats.
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 to incoming chats.
language
- The language code
Available in the item
object.
The language code of the end-user's selected language.
- This applies only to incoming chats.
queue_uuid
- The queue ID
Available in the item
object.
The UUID of the queue that the chat has been routed to.
- This applies only to incoming and queue transferred chats.
tenant
- The instance name
Available in the item
object.
The name of the instance hosting the chat.
event_id
- The event ID
Available in the item
object.
An identifier for the chat session.
timestamp
- A UNIX timestamp
Available in the item
object.
A timestamp for the chat in Unix epoch time
session_type_v2
-
In-web
Available in the item
object.
Indicates a web SDK chat session.
support_number
- NULL
- Not applicable for chat.
connected_at
- The date and time
Available in the item
object.
The date and time the chat session began.
ends_at
- The date and time
Available in the item
object.
The date and time the chat session ended.
participants
Available in the item
object.
An object containing the call participant's information.
participant_id
-
agent_id -
virtual_agent_id
Available in the participants
object.
The identifier of the chat participant.
-
For human agents
Passes the value of the ID field in the
agent_infoobject in the session metadata.
-
For virtual agents
Passes the value in the
virtual_agent_idfield in theparticipantsobject in the session metadata
-
For end-users
Passes the value of the ID field in the
end_userobject in the session metadata.
-
For third-parties
Passes the phone number of the third-party, if available.
Else, passes the
nullvalue.
type
-
external -
agent -
virtual_agent
Available in the participants
object.
The type of the call participant.
- Passes
agentwhen the chat participant is an agent. - Passes
externalwhen the chat participant is an end-user or a third-party. - Passes
virtual_agentwhen the chat participant is a virtual agent.
state
-
connected -
disconnected -
accepted -
dismissed -
resumed
Available in the participants
object.
The participant's current state in the chat conference.
media_id
-
twilio_mediaID -
nexmo_mediaID
Available in the participants
object.
The identifier for chat session media from the carrier.
- Passes the
twilio_mediaIDwhen the initiator chats into or chats from a Twilio number. - Passes the
nexmo_mediaIDwhen the initiator chats into or chats from a Nexmo number.
dn
-
end_user_1 -
agent_1
Available in the participants
object.
The directory number of the participant.
agent_number
Available in the participants
object. The agent's number.
name
Available in the participants
object. The agent's name.
alias
Available in the participants
object. The agent's alias.
Chat session transfers
Chat session transfers are not distinct chat events. Rather, they are payloads
that indicate that a chat session transfer has occurred. This section shows a
chat session transfer payload that's triggered when an agent leaves a chat. In
this example, the initiator
field value is agent_1
, indicating that agent 1
initiated the transfer. In the participants
array, agent_1
has a state of disconnected
and agent_2
has a state of connected
. This indicates that the
session has been transferred from agent 1 to agent 2, with agent 1 leaving the
chat and agent 2 joining. The value of the overall state
field in this example
is participantDisconnect
, but you could model your system to have an overall
state of transferred
or connected
if you prefer. You could also model your
system to have additional fields to more explicitly represent a session
transfer—for example, transfer_id
or a dedicated transfer event type.
The following code sample show an event payload for a session transfer:
{
"queue_path_ids"
:
"7/26"
,
"queue_path_names"
:
"Test/calls"
,
"language"
:
"en"
,
"session_type_v2"
:
"In-web"
,
"chat_id"
:
208
,
"state"
:
"participantDisconnect"
,
"direction"
:
"incoming"
,
"initiator"
:
"agent_1"
,
"participants"
:
[
{
"state"
:
"connected"
,
"type"
:
"external"
,
"media_id"
:
"MBed9193af0a82486cbad069925b5a0b18"
,
"dn"
:
"end_user_5"
},
{
"state"
:
"disconnected"
,
"type"
:
"agent"
,
"media_id"
:
"MB05685c80e6af444faa1de5c5e48a26c7"
,
"agent_number"
:
"Uno numero"
,
"name"
:
"Admin UJET"
,
"alias"
:
"super_agent"
,
"dn"
:
"agent_1"
},
{
"state"
:
"connected"
,
"type"
:
"agent"
,
"media_id"
:
"MB5caad80c7d94477d9db9c5f1c3662768"
,
"agent_number"
:
"420"
,
"name"
:
"ajay1 ujet"
,
"alias"
:
"ajay1-alias"
,
"dn"
:
"agent_2"
}
]
}
