Page Comparison

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• guid. guid is the unique identifier for an interaction.
• since. The time when the agent started work on the interaction. since is a UTC date in ISO 8601 format.
• medium. The type of interaction, e.g. Call or Case
• mediumManager. The origin application of the interaction, e.g. “CC” (Vonage Contact Centre) or “UC” (Vonage Business Cloud).
• direction. The direction of the interaction. direction is one of the following values:
  • Inbound (a customer called into the call center)
  • Outbound (the agent called a customer)
  • Internal (an agent called another agent)
• state. The type of activity the agent was engaged in on the interaction. The possible values are:
  • Ringing. The agent was offered the interaction. For a phone call, the Ringing category describes the period in which the phone was ringing.
  • Connected. The agent was connected to the interaction. Typically the Connected category describes the period the agent was working on the interaction; for a phone call Connected is the period in which parties are connected and able to talk.
    If an agent parks a phone call, the Connected activity ends. A new Connected activity starts when the agent unparks the call.
    If a non-call interaction is interrupted by a call, the Connect activity ends. A new Connected activity starts when the interaction is resumed.
  • Wrap. The agent was in the wrap period at the end of an interaction. Wrap time is normally used for post interaction work, such as note taking.
  • Unexpected. An activity of Unexpected category usually occurs after the Ringing category. The category indicates that an agent (who was available for work) does not answer their phone, or their line is busy on another call.
  • Failed. A Failed activity can occur at any time during an interaction. Possible causes are network congestion, a fault on the line, or configuration issue.
• reason. reason will be one of the following values (or null if any of the conditions are not met):
  • For Ringing interaction activities:
    • Monitor. The user is monitoring the interaction.
  • For Connected interaction activities:
    • Resumed. The agent was reconnected to the interaction when it was resumed from being interrupted.
    • Unparked. The agent was reconnected to the interaction after it was unparked.
    • Monitor. The user is monitoring the interaction.
  • For Wrap interaction activities:
    • Monitor. The user is monitoring the interaction.
  • For Unexpected interaction activities:
    • NumberBusy. The agent being called declined the call or is busy. For a phone call NumberBusy indicates that the agent is already connected to another call, or rejected the call.
    • NoAnswer. A Ringing interaction activity was never answered, or was rejected, and eventually timed out.
    • NumberUnobtainable. The target number could not be reached.
    • CallRejected. The connection was rejected at some point while trying to connect.
    • CallFailed. Exact cause is undetermined.
    • ConnectionUnavailable. While trying to connect the call to the agent, the agent's connection to required media — such as WebRTC — was not available.
  • For Failed interaction activities:
    • NumberUnobtainable. The target number could not be reached.
    • CallRejected. The connection was rejected at some point while trying to connect.
    • CallFailed. Exact cause is undetermined.

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