Condensed conversation information

ani

String

Phone number of the caller.

attributes

Array

Custom attributes.

Custom attributes are defined in the customInteractionAttributes mapping as part of the configuration. For more information, see customInteractionAttributes.

calledNumber

String

Phone number dialed (DNIS or SIP addresses for queues).

If call is between internal users, calledNumber returns "Internal".

connectedTime

String

Time when an agent was connected to an interaction.

Date time is represented as an ISO-8601 string, for example, yyyy-MM-ddTHH:mm:ss.SSSZ.

dialerContactId

String

Genesys Cloud ID of a contact list associated with an outbound dialing campaign.

dialerContactListId

String

Genesys Cloud ID of a contact list associated with an outbound dialing campaign.

dialerCampaignId

String

Genesys Cloud ID of an outbound dialing campaign.

direction

String

Direction of the interaction (Inbound or Outbound).

<a name="displayAddress">displayAddress</a>

String

Remote address (phone number or email address) of the active interaction.

For a raw remote address with special characters or SIP information, see phone.<br><br>Genesys recommends not using this attribute for call logs with callback interactions.

disposition

String

Wrap-up code for an interaction made to or from a queue.

dispositionDurationSeconds

Number

Total duration in seconds that an agent spends on after-call work for an interaction.

emailSubject

String

Subject line on an email.

endTime

String

Time when an agent was disconnected from an interaction.

Date time is represented as an ISO-8601 string, for example, yyyy-MM-ddTHH:mm:ss.SSSZ.

flagged

Boolean

Voice interactions (call, callback, outbound dialing, and ACD voicemail interactions) flagged for quality issues such as deteriorated audio, unexpected disconnections, or failed transfers.

hasJourneyContext

Boolean

Indicates whether the interaction has a journey context.

For more information about journey context, see Add Genesys Predictive Engagement widget.

id

String

Genesys Cloud ID of a conversation.

interactionDurationSeconds

Number

Time that indicates how long the interaction has been connected, from the time of connection to disconnection or wrap-up completion.

isConnected

Boolean

Indicates whether the interaction is connected.

isDisconnected

Boolean

Indicates whether the interaction is disconnected.

isCallback

Boolean

Indicates whether the interaction is a callback interaction.

isChat

Boolean

Indicates whether the interaction is a chat interaction.

isCoBrowsing

Boolean

Indicates whether the interaction is currently part of a co-browse session.

isDialer

Boolean

Indicates whether the interaction is an outbound dialing interaction.

isDialerPreview

Boolean

Indicates whether the interaction is a dialer preview interaction.

isEmail

Boolean

Indicates whether the interaction is an email interaction.

isInternal

Boolean

Indicates whether call is an internal interaction.

isMessage

Boolean

Indicates whether the interaction is a message interaction.

isSharingScreen

Boolean

Indicates whether the interaction is currently part of a screen share session.

isThirdPartyEmail

Boolean

Indicates whether the interaction is a non-Genesys Cloud email interaction.

isVoicemail

Boolean

Indicates whether the interaction is a voicemail interaction.

messageType

String

Type of message interaction: facebook, line, sms, twitter, whatsapp, or webmessaging.

<a name="name">name</a>

String

Raw remote name associated with the active interaction.

For a remote name without special characters, see remoteName.

<a name="phone">phone</a>

String

Raw remote address of the active interaction.

For a remote address without special characters or SIP information, see displayAddress.

queueName

String

Name of the queue that the interaction routes to or from.

<a name="remoteName">remoteName</a>

String

Remote name for the active interaction added to interaction details when an interaction alerts.

For a raw remote name with special characters, see name.

securePause

Boolean

Indicates whether the secure pause is active.

startTime

String

Time when the first participant joined the interaction.

Date time is represented as an ISO-8601 string, for example, yyyy-MM-ddTHH:mm:ss.SSSZ.

state

String

State of the interaction.

Example values: ALERTING, CONNECTED, DISCONNECTED, HELD.

socialUserName

String

Username on a social interaction.

totalAcdDurationSeconds

Number

Total time in seconds that an interaction spends being routed to an agent. Does not include IVR time.

Example scenario: An interaction spends 30 seconds in an initial queue before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in a queue before a tier-two agent picks up the interaction. TotalAcdTime: 90 seconds.

totalIvrDurationSeconds

Number

Total time in seconds that an interaction spends in an IVR before being connected to an agent. Includes secure IVR time. Does not include ACD time.

Example scenario: An interaction spends 30 seconds in an initial IVR flow before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in an IVR flow before a tier-two agent picks up the interaction. TotalIvrTime: 90 seconds.

uuiData

String

Data received from inbound calls or sent with outbound calls.

For more information, see About User to User Information (UUI) in the Genesys Cloud Resource Center and the IETF UUI specification.

voicemailId

String

Genesys Cloud ID of a voicemail interaction.