Contact center events

Acoustic Exchange has identified and defined recognized events that typically happen when individuals contact a business thorough its call center.

As an endpoint publisher, call https://api-exchange-us-1.goacoustic.com/v1/event to publish the event. The following example illustrates a typical JSON payload. This example is based on the Talked to an Agent event.

POST v1/event
{  
  “channel” : “Contact Center”,
  “identifiers” : [            
    {
    “name” : “email”,
    “value” : “[email protected]”
    }
    ],
  “events” : [
    { 
    “code” : “agentTalk”, 
    “timestamp” : “2015-08-07T20:14:12Z”, 
    “attributes” : [
      {
      “name” : “eventName”,            
      “value” : “Inbound”,  
      “type” : “string” 
      } 
      {
      “name” : “agentSkill”,            
      “value” : “LeadClose”,  
      “type” : “string” 
      }      
      {
      “name” : “agentSkillLevel”,            
      “value” : “Associate”,  
      “type” : “string” 
      }   
      {
      “name” : “agentDisposition”,            
      “value” : “remote”,  
      “type” : “string” 
      }  
      {
      “name” : “subChannel”,            
      “value” : “phone”,  
      “type” : “string” 
      }  
      {
      “name” : “duration”,            
      “value” : “12”,  
      “type” : “string” 
      } 
      {
      “name” : “notes”,            
      “value” : “”,  
      “type” : “string” 
      }   
	   {
      “name” : “sentiment”,            
      “value” : “positive”,  
      “type” : “string” 
      }  
      ]
    }   
  ]
}

Talked to an agent

Information to describe the interaction between a customer and a call center.

Event code: agentTalk
Event attributes

Attribute Name	Data Type	Example	Description	Required
description	string		Description of the published event. Allow Exchange users to understand the event context.
eventId	string		Unique ID to identify the type of event and enable lookup in the system.
eventName	string	Spoke with Agent	Name of the event as it appears in the Exchange user interface.	Yes
agentSkill	string		An area of expertise for a contact center agent.	Yes
agentSkillLevel	string		The level of skill for a contact center agent.
agentDisposition	string		The disposition of the contact center agent.	Yes
subChannel	string		The channel where the interaction happened. Example: Phone.	Yes
location	string		The latitude/longitude of the customer’s location.
deviceType	string		The type of device used by the customer for the interaction. Example: mobile phone.
duration	number		The duration of the customer interaction.	Yes
notes	string		Additional notes related to the interaction.	Yes
sentiment	string		The perceived sentiment of the customer.	Yes
tags	string		One or more tags.

Analysis of text in voice message

Information that can be used to analyze the interaction between a customer and a call center agent.

Event code: messageAnalysis
Event attributes

Attribute Name	Data Type	Example	Description	Required
description	string		Description of the published event. Allow Exchange users to understand the event context.
eventId	string		Unique ID to identify the type of event and enable lookup in the system.
eventName	string	Voice Message Analysis	Name of the event as it appears in the Exchange user interface.	Yes
topic	string		The topic of the analyzed interaction.	Yes
sentiment	string		The sentiment of the customer determined by the speech/text analysis.	Yes
actionability	string		A measure of how possible it is to take action based on the determined topic and sentiment.
subChannel	string		The channel where the interaction took place. Example: Phone.	Yes
duration	number		The duration of the customer interaction.	Yes
tags	string		One or more tags.

Self service

Information that describes a customer self-service interaction with a call center.

Event code: selfService
Event attributes

Attribute Name	Data Type	Example	Description	Required
description	string		Description of the published event. Allow Exchange users to understand the event context.
eventId	string		Unique ID to identify the type of event and enable lookup in the system.
eventName	string	Self Service	Name of the event as it appears in the Exchange user interface.	Yes
selfServiceApp	string		The application that processed the self service interaction.	Yes
selfServiceSelections	string		The selections made by the customer. Example: IVR Menu Options Chosen	Yes
subChannel	string		The channel where the interaction happened. Example: Phone	Yes
location	string		The latitude/longitude of the customer’s location.
deviceType	string		The type of device used by the customer for the interaction. Example: mobile phone.	Yes
duration	number		The duration of the customer interaction.
tags	string		One or more tags.

Automation trigger

Information to describe what prompted an automatic action.

Event code: automationTriggered
Event attributes

Attribute Name	Data Type	Example	Description	Required
description	string		Description of the published event. Allow Exchange users to understand the event context.
eventId	string		Unique ID to identify the type of event and enable lookup in the system.
eventName	string	Auto Trigger Action	Name of the event as it appears in the Exchange user interface.	Yes
action	string		The automated action that was triggered.
priority	string		The priority level of the automated action.
agentSkill	string		An area of expertise for a contact center agent.
subChannel	string		The channel where the interaction happened. Example: Phone.
calling list	string		Outbound calling list that the customer was added to.
tags	string		One or more tags.